Provide advanced operational support and escalation for enterprise x86 infrastructure and private cloud services. Troubleshoot complex incidents, perform root cause analysis, support patching/upgrades/migrations, maintain availability/security/performance, and drive automation and continual improvement. Collaborate across networking, storage, backup, public cloud, and security teams while participating in major incidents, onboarding, and technical projects. Develop documentation and operational standards.
Technical Support Engineer - Level 3 (X86 Cloud)
Purpose of RoleResponsible for the implementation, administration, support, maintenance, troubleshooting, automation, optimisation, and continual improvement of enterprise x86 infrastructure, private cloud hosted services, and associated operational platforms within managed services and customer environments. Acts as a technical escalation point and provides technical support for assigned services and customer environments.Core Responsibilities
Purpose of RoleResponsible for the implementation, administration, support, maintenance, troubleshooting, automation, optimisation, and continual improvement of enterprise x86 infrastructure, private cloud hosted services, and associated operational platforms within managed services and customer environments. Acts as a technical escalation point and provides technical support for assigned services and customer environments.Core Responsibilities
- Provide advanced operational support for infrastructure and private cloud services.
- Troubleshoot, diagnose, and resolve complex incidents, problems, and service degradations.
- Perform root cause analysis and implement corrective and preventative actions.
- Support configuration, patching, upgrades, migrations, and decommissioning activities.
- Maintain platform availability, security, resilience, performance, and capacity.
- Act as a technical escalation point for support and operational teams.
- Participate in major incidents, service transitions, onboarding activities, and technical projects.
- Collaborate with networking, storage, backup, public cloud, security, and observability teams.
- Develop and maintain technical documentation, standards, procedures, and knowledge articles.
- Drive automation, standardisation, operational efficiency, and continual service improvement initiatives.
- Enterprise x86 server infrastructure
- Windows Server platforms
- Nutanix and Cohesity
- VMware and virtualisation platforms
- Active Directory and identity services
- High Availability and Disaster Recovery solutions
- Infrastructure automation and configuration management
- Security, patching, and compliance controls
- Proxmox
- Strong experience supporting enterprise x86 infrastructure within managed services or enterprise environments.
- Advanced Windows Server and VMware administration and troubleshooting skills.
- Good understanding of cloud infrastructure, networking, storage, backup, identity, and security technologies.
- Experience with PowerShell, scripting, automation, and operational tooling.
- Knowledge of High Availability, Disaster Recovery, and business continuity practices.
- Experience operating within ITIL aligned Incident, Problem, Change, Request, and Major Incident Management processes.
- Automation and scripting experience
- Knowledge of scalable and highly available architectures
- Experience with monitoring, observability, and event management platforms.
- Vendor certifications a plus for specific platform support needs.
- Bachelor's degree or equivalent experience preferred.
- 10%
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What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
