Sr. Support Engineer

Softchoice; Oakville; On-site; CAD 80,000 - 100,000; Full time

Job summary

A prominent IT solutions provider in Oakville is seeking a Senior Support Engineer to manage cloud infrastructure and provide technical support. The ideal candidate should have deep Azure experience and excellent customer service skills. You'll work with various clients and have the chance to grow in a supportive environment that values collaboration and innovation. This position requires experience in managed services and ideally certifications in Azure.

Benefits

Competitive benefits starting on day one

Flexible work schedule

Award-winning workplace environment

Qualifications

• Experience in a technical support, cloud operations, or infrastructure management role.
• Deep technical knowledge of Azure and related Microsoft technologies.
• Good in-depth knowledge in Azure platform cost management.

Responsibilities

• Manage and support the organization's hybrid cloud infrastructure.
• Analyze and troubleshoot complex technical support incidents.
• Document and test changes in accordance with Change Management procedures.

Skills

Technical support

Cloud operations

Customer service skills

Scripting languages

ITIL frameworks

Education

5+ years in technical support role

Microsoft Certified: Azure Solutions Architect Expert (AZ-305)

Tools

PowerShell

Azure CLI

Azure Monitor

Job description

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Company: Softchoice

Whyyou’lllove 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 Senior Support Engineer (Azure) to join our experienced and highly regarded Managed Services Operations team in Oakville to help support services based around Azure. 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:

As a Senior Support Engineer , will be responsible for managing and supporting the organization's hybrid cloud infrastructure. This role requires deep technical knowledge of Azure, and related Microsoft technologies .

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.

Monitor and analyze customer’s environments, providing recommendations for continuous improvement and optimization of technology investments
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.

What you’ll bring to the table:

• 5+ years of experience in a technical support, cloud operations, or infrastructure management role, experience working in Managed Services or MSP environments.
• Proficient with scripting languages (e.g., PowerShell, Azure CLI, ARM templates).
• Familiarity with ITIL frameworks and incident, problem, and change management processes.Knowledge of Microsoft Defender for Cloud, Azure Monitor, and Azure Policy.
• Familiarity with hybrid cloud technologies (Azure Arc, Azure local).
• A deep understanding of Azure IaaS/PaaS platform.
• Experience with Windows and Linux Server Operating Systems.
• Knowledge or desire to develop skills and knowledge related to IaaS/PaaS platforms.
• The ideal candidate will have experience with a variety of Microsoft technologies, including Windows Server, Hyper-V, and Storage Spaces Direct (S2D).
• Should be ready to take Priority challenges related to Azure Infrastructure
• Monitor, manage and maintain day to day activities of Azure environments, respond and address system alerts, notifications.
• Assist in daily administration and operational activities including monitoring, support, and maintenance of Azure workloads.
• Advise clients and internal teams on Reserved Instances (RIs), Azure Hybrid Benefit (AHB), auto-scaling, and resource rightsizing strategies.
• Define and implement Azure Policies and Tagging standards to support chargeback/showback models and departmental accountability
• Provide support and guidance for enterprise agreement (EA), Microsoft Customer Agreement (MCA), and CSP billing models. Assist with subscription consolidations and migrations.
• Participate in incident response activities and remediation efforts and should be able to deliver mentorship sessions related to Security and Governance in Azure Platform recommendations.
• Should have good in-depth knowledge in Azure platform cost management and have hands on experience in Microsoft CSP and EA Programs
• Should be able to adopt 3 rd party platform tools like CloudHealth Tanzu for Logic Monitor for daily operations.
• Experience with security principles in Azure, Creating and Deploying ARM templates, ability toPowerShell scripts when required.

Certifications (Preferred but not mandatory)

• Mandatory or highly preferred:
• Microsoft Certified: Azure Solutions Architect Expert (AZ-305)

Nice to have:

• Microsoft Certified: Azure Security Engineer Associate (AZ-500)
• ITIL Foundation Certification (v4)
• 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 experiencefor 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 20consecutive 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 arean equal opportunity employer committed to diversity, inclusion & belonging. Peopleseeking 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 areproud to provideinterview &employment accommodationduring the recruitment and hiring process. If you requireanyaccommodation to apply or interview for a position, please reach out directly [e-mail] .We are committed to working with you to best meet your needs.

Our commitment to your experience:
We arecommitted 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 willbe 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:6851
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