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Support Engineer - Network (Aruba/Cisco)

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Date: Nov 17, 2022

Location: Vancouver, British Columbia, CA Calgary, AB, CA

Company: Softchoice

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 a Support Engineer (Network/Security) to join our experienced and highly regarded Managed Services Operations team in Oakville to help support services based around Network and Security products. The Engineer’s primary roles will be to support our clients through resolving technical issues as well as providing SME services, upgrades, insights, and recommendations. The role will require a mix of technical excellence, strong communication, customer service skills and IT service management process knowledge. This role is intended to support the 11:30AM - 8PM Eastern timezone.

 

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.  

  • Maintaining, modifying, and troubleshooting Cisco, Paloalto and Meraki networking and security devices, configurations & policies  

  • Diagnosing, detecting, and repairing Cisco, Paloalto and Meraki networking faults  

  • Escalating any potential problems and client support issues as per SLA contract  

  • Handling customer cases through its entirety providing service that is in line with company’s vision  

  • Providing guidance to customers through the ‘Configuration Mentorship’ program  

  • Assisting clients in answering questions around configuration of their environments  

  • Helping prepare clients for upgrades  

  • Attending QBRs and presenting technical findings 

  • Using knowledge to provide risk analysis and recommendations  

  • Defining and document processes and procedures in compliance with ISO and ITIL specifications  

 

What you'll bring to the table:

 

  • Experience working in a 24/7 environment  

  • Ability to read, write and speak English to effectively communicate with colleagues, customers, suppliers --- in person, on phone, and by written communications  

  • Strong communication skills and a strong sense of urgency  

  • Strong analytical and troubleshooting skills; client-centric, professional, friendly, courteous  

  • 2+ years hands on experience working within Cisco, Palo Alto, and Meraki networking environment;  

  • 2+ years analyzing, testing and troubleshooting Cisco, Meraki and Palo Alto networking/security issues  

  • 2+ years of Cisco, Meraki and Palo Alto Network/Security administration and support  

  • Hands on experience with Service ticketing tools  

  • Ambition to learn about new technologies in related field 

  • Advanced troubleshooting Skills  

  • Experience with Aruba, Fortinet, SD-WAN an asset

  • CCNP R&S certification  

  • Working towards CCIE R&S  


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 17 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 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: 4525

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