Sr. Associate Support Engineer - Hybrid IT & Cisco UC

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 will have:

We are looking for an experienced Hybrid IT infrastructure and Cisco Unified communication senior Associate support engineer to join our experienced and highly regarded Technical Support Centre to further enhance this industry-leading offering. The role will require a mix of technical excellence, good communication skills and process knowledge in order to support and manage our customers’ voice environments. The role will require a mix of technical excellence, strong communication, customer service skills, and knowledge of the IT service management process.

Softchoice’s Managed Service division is a world-class practice that has been operating for over fifteen years and currently ranks 5th worldwide 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:

• Provide technical support for Microsoft servers, Linux, VMware, Veeam, and other client applications.
• Diagnose, detect, and repair Cisco Unified Communications Manager application faults.
• Maintain, modify, and troubleshoot Cisco Unified Communications Manager, Unity Connection, Unified Contact Center Express applications and gateways.
• Monitor and analyze customer environments, providing recommendations for continuous improvements.
• Complete standard MACDs for all managed customers, following documented processes.
• Provide guidance to customers through the ‘Configuration Mentorship’ program.
• Provide tier 1-2 support for all customers (external and internal) via phone, email, and ticketing system.
• Monitor customer hardware and respond to alerts.
• Escalate potential problems and client support issues as per SLA contract.
• Handle customer cases through their entirety, providing service that aligns with the company’s vision.
• Coordinate with other Softchoice departments, partners, and 3rd party vendors to manage resolution on behalf of customers.
• Participate in monthly customer support reviews as required.
• Assist during onboarding of clients with the configuration and setup of systems, ensuring critical information is gathered.
• Stay informed of advances in technologies and features.
• Document, implement, and test changes in accordance with Change Management procedures.
• 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.
• Participate in rotational on-call with other team members.
• Analyze and troubleshoot complex technical support incidents and problems for clients.
• Assist clients in answering questions around configuration of their environments.
• Help prepare clients for upgrades.
• Attend QBRs and present technical findings and recommendations.
• Identify gaps in existing or new services, processes, or methods with the intent to find solutions.

What you'll bring to the table:

• Hands-on experience with Veeam, VMware, Windows, and Linux Server Operating Systems.
• Experience with Desktop Central and SCCM would be an asset.
• A want to learn the Cisco Unified Communications Portfolio. Hands-on experience would be an asset.
• Hands-on experience with service ticketing tools.
• Advanced troubleshooting skills.
• A desire to work towards a professional level Cisco certification (CCNP-V) and certifications  in other technology tracks within the portfolio
• Microsoft technical certifications, including MCSE, MCSA, and MCITP would be an asset.
• ITIL knowledge is beneficial.
• Using knowledge to provide risk analysis and recommendations.
• Ensuring that department policies and procedures are adhered to.
• Providing tier 1& 2 support for all customers (external and internal) via phone, email, and ticketing system.
• Escalating any potential problems and client support issues as per SLA contract.
• Handling customer cases through their entirety, providing service that aligns with the company’s vision.
• Coordinating with other Softchoice departments, partners, and 3rd party vendors to manage resolution on behalf of customers.
• Participating in monthly customer support reviews as required.
• Ability to work varied shifts and flexible hours, including evenings, weekends, and holidays as required, sometimes on short notice due to the nature of a 24x7 operation, requires on-call participation in a rotating schedule.
• Analyze and troubleshoot complex Microsoft enterprise voice collaboration technical support incidents and problems for clients.
• Maintaining, modifying, and troubleshooting enterprise voice networking devices, configurations, and policies.
• Document, implement, and test changes in accordance with Change Management procedures.
• Identify gaps in existing or new services, processes, or methods with the intent to find solutions.
• Escalate potential problems and client support issues to management or third-party vendors as per SLA contracts.
• In compliance with ISO and ITIL specifications, maintain and improve technical documentation associated with supported client environments.
• Knowledge or desire to develop skills and knowledge related to server patching as well as Cloud platforms, such as Azure, AWS, or Google Cloud Platform.
• 3+ years’ experience supporting clients (internal or external) via phone, email, or desk side.
• French speaking would be an asset.
• Experience working within a 24x7 technical support environment.
• Strong communication skills and a strong sense of urgency.
• Strong analytical and troubleshooting skills; client-centric, professional, friendly, courteous.
• A positive attitude and desire to build a business within a business.

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 You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 20 consecutive years
• Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

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 asktalentacquisition@softchoice.com. 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: 6702
EoE/M/F/Vet/Disability  

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