Technical Support Specialist Jobs

Hut 8 is committed to innovation, transformation, and opportunity. Hut 8 has been beating records and breaking barriers since 2018! We are one of North America’s largest and oldest digital asset miners, supporting open and decentralized systems. Hut 8 also has a focus on high-performance computing and web 3.0 technology.
Purpose:
Reporting to the Technical Support Manager for HPC, the successful candidate will be joining a highly technical and customer first organization. As an HPC Technical Support Specialist, you have a passion for helping customers and working cross functionally to deliver a timely resolution for our customers. Our Technical Support Team maintains a high customer satisfaction rating we are looking for like minded individuals to be part of this customer first team with national coverage 24/7/365.
The HPC Technical Support Specialist is for onsite and night shift either in Kelowna or Vancouver.
Responsibilities & Accountabilities
Client Support:

• Monitor alerts and alarms and follow outlined process for verification of alerts and alarms with Data Centre, Platform and Network Teams.
• Perform timely technical and management escalations for outstanding client issues.
• Client Ticket Management: Track Client interactions, manage to SLAs, troubleshooting progress, escalations and resolution using ticketing systems. Follow-up responses can include a combination of ticket, email, and/or telephone call may be required/requested.
• Be available for 24/7/365 support coverage.

Provisioning:

• Provision of new or existing services including changes to client resources as requested (vCPU, vRAM, storage resources, etc.)

Maintenance and Inventory Management

• Inventory Management Task Examples: Update inventory records and customer solution diagrams to ensure accuracy.
• Maintenance Task Examples: Perform maintenance, change management tasks, remote hands & eyes.

Technical Knowledge

• Veeam Backup and Replication, Veeam Cloud Connect, Veeam Backup for Microsoft Office 365
• Zerto Replication
• Windows Server OS (2012/2016/2019/2022)
• Cisco routing and switching
• Linux releases CentOS, Red Hat Enterprise, SUSE, Debian, etc.
• Hosting and control panels such as cPanel/WHM, IIS, Plesk, etc.
• Knowledge and/or experience with virtualization software (Microsoft Azure, VMware, etc.)
• Virtual and physical firewalls (Fortigate, ASA, etc.)
• Service Now
• Microsoft Office 365

Education And Experience

• Experience working directly with B2B level clients in a mission-critical technical support environment.
• Post secondary education in computer related studies, or relevant work experience (1-3 years)
• Certifications in Veeam. VMware, AWS, Cisco, Microsoft, and Linux are highly desirable.

Skills

• Proven results-oriented individual with a focus on delivering.
• Multitasker who can work under pressure in a continuously evolving environment.
• Bilingualism in French and English (written and verbal) - not mandatory.
• Good written and verbal communication skills.
• Ability to work individually and within a team environment.