Is this you? Are you an experienced IT Support Engineer with a passion for helping customers resolve cloud, server and desktop related issues? If yes, then this position is right 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. 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 an IT Support Engineer for Opti9, you will work with our internal staff to resolve day-to-day support-related issues. This hands-on role is responsible for resolving alerts/alarms from our monitoring systems and resolving technical tickets while providing high-touch customer experience to our internal staff. This role will report to the Corp IT Manager.

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

• Provide concise, consistent, and effective communication

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

• Provide support for Microsoft 365, Intune, OKTA, Teams Telephony and Apple ABM

• Operating System Troubleshooting for Windows 10/11 and MAC OS systems

• Trouble shoot and maintain office printers and conference equipment

• Maintain and trouble shoot Laptop hardware

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

• Diagnose and resolve reported 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

• Configure OKTA integrations into other applications using LDAP or other Auth methods

• Be able to rack and stack hardware at a data center

• Run cables effectively in racks

What do you know?

Basic Qualifications:

• 2 – 3 years of combined experience in Office 365, Intune, exchange administration

• Familiarity with technologies including Windows, MAC OS, Linux, Firewalls, Veeam, VMware

• Professional communication, problem-solving and organizational skills

• Strong time management and prioritization skills

• Highly comfortable engaging with customer and executive levels

• Experience working in Microsoft Office, Teams, Slack, Zendesk and Zoom
• Applicants must be willing to work on location in our Ottawa office at least 2x per week

What do you know?

Preferred Qualifications:

• Professional Certifications e.g., MSFT

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

• Experience with O365 management, Intune, ABM, system imaging, Okta

• Experience Support Windows Desktop and Server applications

• Experience Support Apple Laptops and applications

• Strong design-oriented thinking

• 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

• Healthy Rewards Program

• EAP benefits

• Casual atmosphere

• Recognition Programs

• Group Volunteer Opportunities

• 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.

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