Associate Support Engineer

Description:

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

The impact you'll have:

This is not your typical Managed Services setting. As an Associate Support Engineer, you will be able to categorize and identify events, incidents, changes, and problems – ensuring customer environments are maintained and service outages are minimized. This role reports to the Manager, Delivery Management.

What you’ll do:

• Incident management of multiple customer environments simultaneously.

• Responding to all incidents within the Service Level Agreement.

• Identifying patterns and initiating problem management to address root causes.

• Demonstrating a sense of urgency in responding to critical incidents.

• Determining software or hardware failures and processing replacements of defective gear.

• Completing standard MAC (Move, Add, Change) procedures for all managed customers, following documented processes.

• Escalating any potential problems and client support issues to vendors as per SLA contracts.

• Analyzing customer environments and preparing Quarterly Business Review reports, providing recommendations for continuous improvements.

• Following all documented processes.

What you’ll bring to the table:

• Experience with Windows Server 2012/R2 and above, VMware.

• Proven experience working in a Network Operations Center or similar environment.

• Hands-on experience with monitoring applications/software and service ticketing tools.

• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

• Strong communication and interpersonal skills.

• Availability to work various shifts covering a 24/7 environment, which include weekends and holiday coverage.

• Experience and ability to analyze and troubleshoot complex problems.

• Experience/familiarity with ServiceNow is an asset.

• Bilingual (English/French) is an asset.

• Cisco CCNA, MCSE & cloud certifications (preferred).

Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.