Sr. Associate Support Engineer - Hybrid IT & Cisco UC

Softchoice; Oakville; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player seeks a skilled Hybrid IT Infrastructure Engineer to enhance customer voice environments. This role involves supporting Microsoft servers, Linux, and VMware, while also diagnosing Cisco Unified Communications issues. You will thrive in a collaborative culture that values innovation and inclusivity, ensuring clients receive top-notch service. With opportunities for professional growth and a commitment to employee success, this position is ideal for those passionate about technology and customer service. Join a team that celebrates diverse experiences and fosters a supportive work environment.

Benefits

Flexible work planning

Collaborative environment

Competitive benefits

Award-winning workplace

Inclusive culture

Qualifications

• 3+ years supporting internal or external clients.
• Strong troubleshooting and communication skills.
• Knowledge of ITIL and risk analysis.

Responsibilities

• Provide support for Microsoft servers, Linux, and VMware.
• Diagnose and repair Cisco Unified Communications faults.
• Monitor customer environments and recommend improvements.

Skills

Veeam

VMware

Windows Server

Linux

Troubleshooting

Cisco Unified Communications

ITIL Knowledge

Service Ticketing Tools

Communication Skills

Client-Centric Attitude

Education

Cisco CCNP-V Certification

Microsoft Certifications (MCSE, MCSA, MCITP)

Tools

Desktop Central

SCCM

Job description

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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 an experienced Hybrid IT infrastructure and Cisco Unified communication senior Associate support engineer to join our Technical Support Centre. The role involves supporting and managing customer voice environments, requiring technical excellence, good communication skills, and process knowledge. Softchoice’s Managed Service division is a leading practice with a strong global reputation, offering opportunities to work with diverse clients and grow professionally.

What you'll do:

• Provide support for Microsoft servers, Linux, VMware, Veeam, and other applications.
• Diagnose and repair Cisco Unified Communications Manager faults.
• Maintain and troubleshoot Cisco UC applications and gateways.
• Monitor customer environments and recommend improvements.
• Complete MACDs following documented processes.
• Guide customers through configuration mentorship.
• Provide tier 1-2 support via phone, email, and ticketing systems.
• Monitor hardware and respond to alerts.
• Escalate issues as per SLA.
• Manage customer cases from start to finish.
• Coordinate with departments, partners, and vendors for resolution.
• Participate in support reviews, onboarding, and documentation.
• Stay updated on technology advances.
• Follow Change Management procedures.
• Demonstrate excellent customer service skills.
• Participate in rotational on-call duties.
• Analyze and troubleshoot complex incidents.
• Assist clients with environment configuration and upgrades.
• Present technical findings in Quarterly Business Reviews (QBRs).
• Identify gaps and propose solutions in services and processes.

What you'll bring to the table:

• Experience with Veeam, VMware, Windows, Linux Servers.
• Experience with Desktop Central and SCCM is an asset.
• Interest in Cisco Unified Communications; hands-on experience is an asset.
• Experience with service ticketing tools.
• Strong troubleshooting skills.
• Goal to achieve Cisco CCNP-V and other certifications.
• Microsoft certifications (MCSE, MCSA, MCITP) are assets.
• Knowledge of ITIL is beneficial.
• Ability to perform risk analysis and provide recommendations.
• Adherence to policies and procedures.
• Support experience via phone, email, or desk side.
• Ability to work varied shifts, including on-call rotations.
• Experience supporting enterprise voice solutions and network devices.
• Documentation and change management skills.
• Interest in server patching and cloud platforms (Azure, AWS, GCP).
• 3+ years supporting internal or external clients.
• French language skills are an asset.
• Strong communication, analytical, and troubleshooting skills.
• Client-centric, professional, friendly attitude.

Not sure if you qualify? Think about applying anyway:
We value diverse experiences and backgrounds. Whether you're new to tech, returning to work, or transitioning careers, we encourage you to apply.

Why You’ll Love Working Here:

• The People: Collaborative environment with support and innovation.
• High-Performing Culture: Dedicated to success for our customers and team.
• Flexibility: Flexible work planning.
• Award-Winning Workplace: Recognized as a Great Place to Work for 20+ years.
• Inclusive Culture: Every team member can be their authentic self.
• Competitive Benefits: Perks starting from day one.

Inclusion & Equal Opportunity:
We are committed to diversity, inclusion, and belonging. All applicants are considered without regard to protected categories.

Accommodation:
We provide interview and employment accommodations. Contact us at [e-mail] for assistance.

Our Commitment to Your Experience:
We prioritize safety and have adopted digital interviewing. Background checks, education verification, and reference checks are part of our onboarding process. We look forward to onboarding you remotely and connecting you with your team swiftly.

Job Requisition ID: 6702
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