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Senior AWS Support Engineer

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Date: Jun 4, 2021

Location: Oakville, ON, CA, L6M 2W2

Company: Softchoice

Why you’ll love Softchoice: 
We are a technology company that equips organizations to be agile and innovative, and for their people to be productive, creative and happier 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 portfolio. By doing these things, we create success faster and in circumstances otherwise not possible. 
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 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
  • Nice to have: Terraform, Cloud Formation, IaC
  • AWS Certifications.
  • ITIL an asset.
  • French speaking would be an asset.
  • Experience working within a 24x7 technical support environment.

Some reasons why our team members 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. 
  • We offer meaningful work that drives professional development. 
  • 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 a career in the technology industry. 
  • We have raised over $3 Million through our team member run charity Softchoice Cares. 
  • You will have the opportunity to take an ownership position here at Softchoice.   

Inclusion & equal opportunity employment: 
We are 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, disability, veteran status, gender identity, or sexual orientation. 
Require an 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 asktalentacquisition@softchoice.com. We are committed to work with you to best meet your needs. 


Our commitment to your experience: 
We are committed to the safety of all candidates and team members. 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 team members joining Softchoice, you will be onboarding remotely. Rest assured, offering a human and inspiring onboarding experience is our top priority. 


Before you start your new role with Softchoice: 

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