Support Engineer II

We are a top hybrid cloud solutions provider committed to delivering industry-leading solutions to our customers based on their unique business needs. We specialize in managed cloud, backup, and disaster recovery. Our culture is fun and casual, embracing fresh ideas and innovation. We’re customer-driven and looking for authentic and accountable team players to collaborate with us to reach our goals.

What You’ll Do:

As a Support Engineer II, 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. You will diagnose and repair issues within client environments of varying sizes (from SMB to Enterprise) across numerous products and platforms. In this fast-paced role, you will have the opportunity to learn many new technologies and work with customers around the world.

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
Primary Responsibilities:

· Provide concise, consistent, and effective communication and ensure timely resolution of client issues

· Provide level 2 support for Veeam Backup and Replication and Veeam Backup for Microsoft 365

· Provide level 2 support for vCloud Director, Hyper-V and other virtualization technologies

· Troubleshooting server operating system issues - primarily Microsoft Windows Server but may also work with Linux-based systems (Ubuntu, FreeBSD, CentOS, RHEL)

· Manage multiple tickets, prioritizing work against aggressive timelines

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

· Assist in mentoring and training junior engineers

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

· 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

Basic Qualifications:

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

Extensive knowledge of various IT disciplines; Virtualization, Networking, Storage

Hands on experience managing backup and disaster recovery strategies and solutions

Experience with Microsoft Active Directory (on-premises) as well as Azure Identity Management

Experience troubleshooting and diagnosing complex issues involving multiple IT disciplines

Professional communication, documentation, problem-solving and organizational skills

Strong time management and prioritization skills

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

Preferred Qualifications:

Experience working with ticketing systems such as Zendesk

Experience with monitoring tools such as Nagios, Icinga, Zabbix, etc.

Experience with VMware, Veeam Backup and Replication, and Hyper-V

Experience with Microsoft Office 365

Experience working with or for Managed Service Providers

Knowledge of public cloud platforms (IaaS and PaaS) – Azure/AWS/GCP

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

HMO with 1 free dependent upon hire

Life Insurance

20 PTO credits annually

VL and SL cash conversion

Annual Performance-Based Merit Increases and Employee Recognition

Great Company Culture

Career Growth and Learning

Disclaimer:

This job posting is for potential client opportunities and is intended for candidate pooling purposes only. By submitting your application, you are expressing interest in future positions with our clients. This does not guarantee immediate employment or an offer for a specific role.