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Technical Support Associate

1 month ago


Oakville, Ontario, Canada Softchoice Full time
About Softchoice

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, enabling them to make smarter decisions about their technology. Our goal is to help our customers create success for their customers and their people.

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 19 consecutive years
  • Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
The RoleJob Summary

This is not your typical Managed Services setting. As a Technical Support Associate, you will categorize and identify events, incidents, changes, and problems to ensure customer environments are maintained and service outages are minimized.

Key Responsibilities
  • 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
Requirements
  • 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)
Compensation and Benefits

We offer competitive benefits including salary range $60,000-$80,000, flexible work arrangements, award-winning workplace, and opportunities for career growth and development.