Support Engineer

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 to join our experienced and highly regarded Managed Services Operations team in Oakville to help support services based around our M365 and Cloud offerings. The Engineer will be reporting into our Office365 team and will be primarily focused on troubleshooting, device management and M365 management and troubleshooting for our clients. 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:

• Assist with the technical implementation and troubleshooting of Intune, Autopilot, MS Defender, and AVD solutions based on client requirements and needs.

• Assist in maintaining the health of client MEM environments in an on-going basis.

• Provide guidance and mentorship where needed.

• Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered.

• Stay informed about advances in Microsoft tools, technologies, and features.

• Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution.

• Document, implement and test changes in accordance with Change Management procedures.

• 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.

• Providing insights and recommendations as well as configuration mentorship to clients around MEM/MDM + EMS.

  
  

What you’ll bring to the table:

• Microsoft EMS (Enterprise Mobility + Security) experience (must have).

• Experience with Mobile Device Management solutions (Intune) (must have).

• Experience configuring and managing Windows Autopilot deployments and configuration (must have).

• Experience working with Microsoft Defender in an enterprise IT environment (must have).

• Experience troubleshooting Microsoft Azure Virtual Desktop environments (must have).

• Strong, hands-on experience with Microsoft Server and products.

• Knowledge or desire to develop skills and knowledge related to Cloud platforms, such as Azure, AWS or Google Cloud Platform.

• 5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side.

• Experience with Windows Server.

• Experience with Active Directory.

• Experience with PowerShell.

• Experience with VMware or Hyperflex products would be an asset.

• Experience with SQL would be an asset.

• ITIL would be an asset.

• French speaking would be an asset.

• Experience working within a 24x7 technical support environment.

  
  

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 18 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: 5655
EoE/M/F/Vet/Disability

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Mid-Senior Level