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Senior AWS Support Engineer

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Date: Jan 20, 2021

Location: Toronto, ON, CA, M6K1Y9

Company: Softchoice

Why you’ll love Softchoice:


At Softchoice, our purpose is to unleash the potential of people and technology. 


Our company was built around the idea that there is no success without team success. We foster a culture of inclusion and fairness, where diverse interests, experiences, and backgrounds are celebrated. We strive to empower and unleash the potential of everyone, to ensure that every employee has a path to success. We are in it together to make life better for each other, our customers, our partners, and our communities.


The impact you will have:


We are looking for a Senior Support Engineer (AWS) to join our experienced and highly regarded Managed Services Operations team in Oakville to help support services based around AWS. The Engineer will be the AWS Subject Matter expert who will also mentor/train more junior staff. The role will require a mix of technical excellence, strong communication, customer service skills and IT service management process knowledge.

Softchoice’s Managed Service division is a world class practice that has been operating for over fifteen years and currently ranks 5th world-wide according to MSPMentor and #1 Managed Service Provider in Canada. We offer the opportunity for you to work with a diverse portfolio of clients and their technical teams to support and improve their IT business solutions and allow you to learn and grow along the way.


What you’ll do:


•    Analyze and troubleshoot complex technical support incidents and problems for our clients.
•    Document, implement and test changes in accordance with Change Management procedures.
•    Pick up on gaps in our existing or incoming services, processes or methods and self-start towards solutions.
•    Escalate potential problems and client support issues to management or third-party vendors as per SLA contract.
•    Maintain and improve technical documentation associated with supported client environments.
•    Demonstrate excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.


What you’ll bring to the table:


•    A deep understanding of AWS IaaS/PaaS platform.
•    Experience with Windows and Linux Server Operating Systems.
•    Knowledge or desire to develop skills and knowledge related to IaaS/PaaS platforms, such as Azure or Google Cloud Platform.
•    Strong, hands-on experience with AWS cloud solutions.
•    5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side
•    AWS Certifications.
•    ITIL an asset.
•    French speaking would be an asset.
•    Experience working within a 24x7 technical support environment.


Some reasons why our employees love working here!


•    Softchoice has been recognized as a Best Workplace in Canada by the Great Place to Work Institute for 15 consecutive years.
•    Softchoice has been certified as a Great Place to Work in the United States for several years.
•    Meaningful work that drives professional development.
•    Ability to enter and grow within the technology industry. 
•    Being part of a winning, high performance team. 
•    Every employee has 2 paid volunteer days per year to give back to a cause of their choice.
•    We have raised over $3 Million through our staff-run charity Softchoice Cares. 
•    You have the opportunity to take an ownership position here at Softchoice.  
Inclusion & Equal opportunity employment:


Softchoice is an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals 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, diverse-ability, veteran status, gender identity, or sexual orientation.


Require an accommodation? We are ready to help:


Softchoice is proud to provide interview & employment accommodation during the recruitment and hiring process. If you require accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to work with you to best meet your needs.

Our commitment to your experience:


Softchoice is committed to the safety of our candidates and our employees. With that in mind, we have implemented virtual interviewing for all candidates. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will most likely be doing the same! For those joining Orange Nation, we will be onboarding all new employees remotely. Rest assured, though, that offering a human and inspiring onboarding experience is our top priority.


Prior to commencing employment:


Completion of a satisfactory criminal record check, education verification and reference checks are required for employment.



Mid-Senior Level