Associate Support Engineer

Why you’ll love Softchoice :

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work.

That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology.

By doing these things we help them create success for their customers and their people.

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.

Why people love working here :

We offer hybrid and remote working opportunities.

Comprehensive benefits from day one of employment.

We offer meaningful work and opportunities for career growth.

Our team members have 2 paid volunteer days per year to give back to a cause of their choice.

We offer an opportunity to build and grow a career in the technology industry.

Recognized as a Best Workplace in Canada by the Great Place to Work Institute for 19 consecutive years.

Softchoice has been certified as a Great Place to Work in the United States for several years.

We have also been recognized as a Best Workplace for Women, Best Workplace for Inclusion, Best Workplace for Giving Back and Best Place to Work for LGBTQ+ Equality.

We have raised over $3 million through Softchoice Cares, our grassroots fundraising organization.

Inclusion & Equal opportunity employment :

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help :

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to .

We are committed to working with you to best meet your needs.

Our commitment to your experience :

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone.

We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID : 5937

EoE / M / F / Vet / Disability