Support Engineer

Is this you?  Are you an experienced Support Engineer with a passion for helping customers resolve cloud, server and back-up related issues? If yes, then this position is right for you!  

Who are we? So glad you asked! HostedBizz is a top hybrid cloud solutions provider. We’re committed to delivering industry-leading solutions to our customers based on their unique business needs. For those looking to the public cloud, we’re an AWS Advanced Consulting Partner and Certified Solution Provider focused on migration, optimization, transformation, and cloud-first application consulting. We also specialize in managed cloud, backup, and disaster recovery.   

We have a fun, casual culture that embraces fresh ideas and innovation. We’re customer-driven and we are looking for authentic and accountable team players to collaborate with us to reach our goals.  

What would you do?  As a Support Engineer for HostedBizz, you will work with the support teams to resolve day-to-day support-related issues for our clients. This hands-on role is responsible for resolving alerts/alarms from our monitoring systems and resolving customers' technical tickets while providing a high-touch customer experience to our clients. This role will report to the Support Team Lead and a Hosted Bizz Support Team member. 

What are the details?    

Primary Responsibilities:   

• Ensure that customer requests are attended to promptly while following appropriate procedures 

• Manage multiple tickets, prioritizing work against aggressive timelines 

• Work with managers to plan resource availability and distribution of work 

• Provide concise, consistent, and effective communication 

• Work with supervisor to recommend process enhancements to improve efficiencies and customer experience 

• Provide support for Veeam Backup-related issues as well as for Microsoft 365 customers 

• Assist in mentoring and training junior engineers 

• Participate in an after-hours On-Call support rotation 

• Respond to and resolve support tickets related to the on-going management of customer environments 

• Operating System Troubleshooting primarily Windows but may also work with Linux-based systems 

• Monitor and service client operations, including troubleshooting, patching, updating, and configuring various systems or applications 

• Monitor ticket queue, responding and updating, general BaaS and DRaaS inquiries as it relates to client technical support 

• Diagnose and resolve reported client incidents, tasks, questions, or problems 

• Develop automation to improve current and future processes 

• Provide documentation and technical specifications to other team members for maintaining and operating these environments for clients 

• Work with other teams VMware, Network, Storage, and Security subject matter experts to improve our service, response, and remediation times 

• Work onsite in our Ottawa location of a minimum of 2 days per week in the office 

What do you know?  

Basic Qualifications:   

• 2 – 3 years of combined experience in cloud technologies or business continuity as a technician, administrator, engineer, or helpdesk team member e.g. VMware, Windows, Hyper-V, and Veeam other backup technologies 

• Deep knowledge of IT infrastructure components such as virtualization, networking, Data Center Services, Cloud platforms including VMware, AWS, Azure, Backups, and Disaster Recovery 

• Familiarity with technologies including Windows, Linux, Firewalls, Veeam, VMware, Zerto, and storage systems 

• Professional communication, problem-solving and organizational skills 

• Strong time management and prioritization skills 

• Highly comfortable engaging with external customers at the technical and executive levels 

• Experience working in Microsoft Office, Teams, Slack, Zendesk and Zoom 

What do you know?  

Preferred Qualifications:   

• Professional Certifications e.g., Veaam, MSFT, Networking, and CompTIA 

• Experience working with work management or ticketing systems e.g., Zendesk, ClickUp, and Zendesk 

• Experience with Monitoring tools such as Nagios, Icinga, Zabbix, etc. 

• Strong design-oriented thinking 

• Experience with VMware, Veeam, and Hyper-V 

• Previous hands-on experience in DRaaS, BaaS, and virtualization platforms 

• Ability to articulate complex concepts to cross-functional audiences 

• Demonstrated ability to adapt to new technologies and learn quickly 

• High degree of comfort presenting with executives, IT management, and developers 

What do you get from us?   

• PTO 

• Medical & Dental Insurance 

• Retirement plan with company match 

• Casual atmosphere   

• Recognition Programs  

• Group Volunteer Opportunities   

• Option to be a hybrid (remote/in-office) position  

• A great place to spend most of your time!   

HostedBizz an Opti9 Company is proud to be an equal opportunity employer. HostedBizz provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other legally protected characteristic.