Support Engineer - Network and Security (Remote)

at  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 and 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.
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.

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.

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.

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: 5928
EoE/M/F/Vet/Disability

• Maintaining, modifying, and troubleshooting Cisco, Palo Alto and Meraki networking and security devices, configurations & policies
• Diagnosing, detecting, and repairing Cisco, Meraki, and Pal Alto 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
• Providing guidance and assistance as required for device upgrades
• Participating in on-call rotation pertaining to Network/Security
• Completing Root Cause Analysis
• Defining and document processes and procedures in compliance with ISO and ITIL specifications
• Working knowledge of SNMP, Syslog, AAA, IP Super/subnetting, DHCP, NTP, QoS, and NetFlow as they relate to security enhancement and diagnostics.
• Cisco ASA and FTD firewalls setup, configuration, management, troubleshooting and associated feature sets.
• Palo Alto firewall upgrades, setup, configuration, management, troubleshooting and associated feature sets.
• Cisco ESA and WSA security appliances deployment, configuration, management, troubleshooting and associated feature sets.
• Administer Firepower(FTD) through the FMC with the ability to create ad hoc reports for analysis.