{"id":3791761,"url":"https://alion.io/job/opti9-tech-support-engineer-i-opti9-technologies","title":"Support Engineer I - Opti9 Technologies","company":{"id":2570293,"name":"Opti9 Tech","domain":"opti9tech.com","url":"https://alion.io/company/opti9tech","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"JazzHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ottawa, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"CentOS Stream","optional":false},{"name":"FreeBSD","optional":false},{"name":"Hyper-V","optional":false},{"name":"Linux","optional":false},{"name":"Ubuntu","optional":false},{"name":"Windows Server","optional":false},{"name":"Azure","optional":true},{"name":"GCP","optional":true},{"name":"Microsoft Office","optional":true},{"name":"VMWare","optional":true}],"status":"live","first_seen_at":"2026-11-05T06:58:47Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T11:04:29Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Is this you? Are you a motivated and tech-savvy person with a passion for helping customers resolve cloud, server and back-up related issues? If so, then we'd love to hear from you!\nWho are we? Glad you asked! Opti9 is a trusted cloud solutions provider committed to delivering industry-leading, tailored solutions that meet the unique needs of businesses across a wide range of industries. We are a premier Veeam partner, as well as an AWS Premier Consulting Partner and Certified Solution Provider. Our expertise includes managed cloud, backup and replication, disaster recovery, security, and Microsoft 365 solutions. In the public cloud space, we specialize in migration, optimization, transformation, and cloud-first application consulting.\nWhat sets us apart? A fun, casual, and collaborative culture that embraces fresh ideas, innovation, and a strong customer-first mindset. At Opti9, we work hard, support each other, and never shy away from a challenge. We believe in balancing results with a positive team spirit-and we’re always on the lookout for authentic, accountable individuals who are ready to grow with us and make an impact.\nWhat would you do? As a Support Engineer I for Opti9, you'll be the first point of contact for customers experiencing technical issues. You'll troubleshoot basic problems, provide clear guidance, and ensure a positive support experience. 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.\nWhat are the details?\nPrimary Responsibilities\nAnswer incoming support calls and chats from the inbound queue and assist customers with technical issues in a timely and courteous manner\n\nProvide level 1 support for Veeam Backup and Replication, Veeam Backup for Microsoft 365 and Zerto backup and disaster recovery solutions\n\nProvide level 1 support for vCloud Director, Hyper-V and other virtualization technologies\n\nProvide level 1 helpdesk and on-site support for Managed Services clients in Ottawa\n\nTroubleshooting server operating system issues - primarily Microsoft Windows Server but may also work with Linux-based systems (Ubuntu, FreeBSD, CentOS, RHEL)\n\nManage multiple tickets, prioritizing work against service level agreements\n\nWork with management to recommend process enhancements to improve efficiency and customer experience\n\nRespond to and resolve support tickets related to the on-going management of customer environments\n\nMonitor ticket queue by responding, updating, and triaging to level 2\n\nDiagnose and resolve reported client incidents, tasks, questions, or problems\n\nWork onsite in our Ottawa location a minimum of 2 days per week\n\nApplicants must be open to working a flexible schedule which could include early mornings and late evenings\n\nWhat do you know?\nTechnical Knowledge and Experience:\nCollege Diploma, associate’s degree, bachelor’s degree or equivalent experience in the technology field\n\nBasic understanding of various IT disciplines; Virtualization, Networking, Storage\n\nBasic understanding of backup and disaster recovery strategies and solutions\n\nExperience working in technical support, help desk, or customer service\n\nStrong communication, documentation, problem-solving and organizational skills\n\nAbility to work in a fast-paced environment and manage multiple tasks\n\nA positive attitude and eagerness to learn\n\nHighly comfortable engaging with external customers at the technical and executive levels\n\nAbility to travel to client sites for on-site support as required (valid driver’s license and access to a reliable vehicle required; mileage reimbursed)\n\nPreferred Qualifications:\nProfessional Certifications e.g., Veeam, Microsoft, Networking, etc.\n\nExperience working with ticketing systems\n\nExperience with VMware, Veeam Backup and Replication, Zerto and Hyper-V\n\nExperience with Microsoft Office 365\n\nExperience working with or for Managed Service Providers\n\nKnowledge of public cloud platforms (IaaS and PaaS) - Azure/AWS/GCP\n\nAbility to articulate complex concepts to cross-functional audiences\n\nDemonstrated ability to adapt to new technologies and learn quickly \nWhat do you get from us?\nAt Opti9, we believe work should be more than just a job-it should be a place where you feel valued, supported, and excited to grow. When you join our team, here’s what you can expect:\nPaid Time Off - Generous PTO and paid holidays so you can recharge, take care of what matters, and bring your best self to work\n\nFlexible Work Options - Enjoy the flexibility of a hybrid schedule with a mix of remote and in-office work if you’re located near one of our offices\n\nHealth & Dental Coverage - Comprehensive insurance plans to keep you and your family healthy including EAP benefits\n\nWellness Reimbursement - An annual benefit to support your physical and mental well-being, covering a wide range of health-related expenses\n\nRetirement Plan with Company Match - Invest in your future with our matched retirement savings program\n\nCasual, Supportive Culture - We keep things laid-back but focused, with a strong emphasis on teamwork and accountability\n\nRecognition & Rewards - We celebrate wins and recognize contributions with regular programs that highlight your impact\n\nProfessional Development - Access learning opportunities, training programs and support for certifications to help you grow your career\n\nGive Back Together - Participate in group volunteer opportunities and community initiatives that align with our values\n\nA Place You’ll Want to Be - We’re building a team of great people doing meaningful work-and we have fun doing it\n\nOpti9 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. \nOur hiring process includes AI screening for keywords and minimum qualifications. 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