Support Engineer II

Is this you? Are you an experienced Support Engineer with a can-do attitude and a passion for Customer satisfaction, managing clients, virtual environments, multi-OS support, Veeam B&R, networking and systems administration? If you want to do amazing work, oversee our client's managed infrastructure, resolve issues, and have a little fun along the way with good people, then this position is for you!  

Who are we? So glad you asked! Opti9 is a top hybrid cloud solutions provider. We’re committed to delivering industry-leading solutions to our customers based on their unique business needs. We are a Certified Solution Provider focused on migration, optimization, transformation, and cloud-first application consulting. We also specialize in managed cloud, backups and replication, 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? The Support Engineer is customer facing, and oversees our client’s complex infrastructure(s) in Data Centers located around the globe. Infrastructure includes but is not limited to; OS Management (Windows/Linux), VMware, VPC/VDC, VDI, Public/Private Cloud, Network (Firewalls, Load-balancers, routing, DNS), Storage (local, SAN, Nimble), Backups (Veeam), and Disaster Recovery (Zerto/Veeam). 

As a part of our Technical Support Team, the Support Engineer is responsible for carrying out monitoring and servicing client operations, including but not limited to – troubleshooting, patching, updating, configuring, and uptime. The Technical Support team is the central location for our top-tier client support; this team gets things done!  

Our Support Engineer must have the ability to manage a ticket queue, monitor infrastructure, and resolve issues within defined SLAs and OLAs and can work well both independently and within a team. We are looking for an individual who has experience with managing clients, virtual environments, system administration, networking, has great communication skills, organizational skills, and is a self-motivated team player. We want you to grow as our team grows!  

What are the details?  

• Responsible for the installation, maintenance, configurations, and management of various systems and technologies for our clients  

• Managing ticket queue, patching, monitoring, updating, general BaaS and DRaaS administration as it relates to client technical support  

• Improve and streamline the monitoring and incident response processes and procedures 

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

• Participate in the deployment of virtualization environments in support of the designed solutions  

• 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, Veeam, Zerto, Network, Storage, and Security subject matter experts to improve our service offerings and infrastructure  

• Develop expertise to train staff on new technologies; internal and client facing  

Requirements:  

• 1-2 years of Veeam experience required. 
• 1-2 years experience operating, maintaining and/or deploying virtual environments.  
• Familiarity with technologies including, but not limited to: Windows, Linux, Firewalls, Load Balancers, VMware, Zerto 
• Ability to solve problems in stressful situations. 
• Self-starter and independent.
• Strong attention to detail.
• Professional verbal and written communication skills.
• Ability to explain technical concepts to inexperienced or non-technical users, through verbal communication as well as written documentation.  
• Strong time management and prioritization skills.  
• Basic System Administration of Linux and Windows Servers.  
• Basic understanding of computer networking.
• Ability to work with limited oversight  

What do you get from us?  

• Unlimited PTO  

• Medical/Dental/Vision Insurance  

• Health Savings Account and Flexible Spending Accounts 

• 401(k) with company match  

• Casual atmosphere  

• Recognition Programs  

• Group Volunteer Opportunities   
• Option to be remote position

• Healthy Rewards Program  

• A great place to spend most of your time!  

Opti9 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.