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Support Engineer (Remote)


This is a Contract position in Halifax, NS posted January 18, 2023.

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 Microsoft and Cisco Voice support engineer to join our experienced and highly regarded Technical Support Centre to further enhance this industry-leading offering. The role will require a mix of technical excellence, good communication skills and process knowledge in order to support and manage our customer’s voice environments.

Softchoice’s Managed Service division is a world-class practice that has been operating for over fifteen years and currently ranks 5th worldwide 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:

  • Monitoring and analyzing customer’s environments, providing recommendations for continuous improvements

  • Completing standard MAC’s for all managed customers, following documented processes

  • Maintaining, modifying, and troubleshooting Cisco Unified Communications Manager, Unity Connection, Unified Contact Center Express applications and gateways

  • Providing guidance to customers through the ‘Configuration Mentorship’ program

  • Diagnosing, detecting, and repairing Cisco Unified Communications Manager application faults

  • ITIL knowledge is beneficial

  • Using knowledge to provide risk analysis and recommendations

  • Ensuring that department policies and procedures are adhered to

  • Having the ability to work varied shifts & flexible hours including evenings, weekends, and holidays as required, sometimes on short-notice due to the nature of a 24×7 operation, requires on call participation in a rotating schedule

  • Providing tier 2 support for all customers (external and internal) via phone, email & ticketing system

  • Monitoring customer hardware and respond to alerts

  • 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

  • Coordinating with other Softchoice departments, partners and 3rd party vendors to managed resolution on behalf of customers

  • Participating in monthly customer support reviews as required

  • Having the ability to work varied shifts & flexible hours including evenings, weekends, and holidays as required, sometimes on short-notice due to the nature of a 24×7 operation, requires on call participation in a rotating schedule

  • Analyze and troubleshoot to resolution complex Microsoft enterprise voice collaboration technical support incidents and problems for our clients.

  • Maintaining, modifying, and troubleshooting enterprise voice networking devices, configurations & policies.

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

  • Identify gaps in our existing or new services, processes, or methods with intent to identify solutions.

  • Escalate potential problems and client support issues to management or third-party vendors as per SLA contracts.

  • In compliance with ISO and ITIL specifications, maintain and improve technical documentation associated with supported client environments.

What you’ll bring to the table:

  • 2+ years hands on experience working with Cisco Unified Communications Portfolio;

  • 1+ years hands on experience with Contact Centre

  • 2+ years analyzing, testing and troubleshooting Cisco Voice Telephony issues

  • 2+ years of Cisco Network /IP Telephony administration and support

  • Hands on experience with Service ticketing tools

  • Advanced troubleshooting Skills

  • CCVP/CCNP-Voice Certification or higher preferred

  • Proficiency in supporting, troubleshooting, and understanding Skype for Business and Microsoft Teams voice services; SBC, Direct routing, Dial plans, Number Translation rules, and voice routing policies.

  • Proficiency in supporting Teams End User devices (Ex. Polycom, Yealink phones, etc), Teams meeting room devices and other certified Teams devices.

  • Proficiency in analyzing and troubleshooting Teams voice quality issues and checking CDR reports.

  • Good knowledge of Azure AD Conditional Access Policies, Multi Factor Authentication, and Mobile Device Management.

  • Understanding of Microsoft 365 licensing.

  • French speaking would be an asset.

  • Microsoft 365 certified: Teams Administrator Associate or Teams Support Engineer Associate.

  • Microsoft technical certifications, including MCSE, MCSA, and MCITP.

  • 2+ years of demonstrated experience supporting Microsoft enterprise voice collaboration systems leveraging Skype for Business and Teams

  • The ability to be a self-starter, and be able to manage expectations with customers

  • A strong ability to read, write and speak English to effectively communicate with colleagues, customers, suppliers — in person, on phone, and by written communications

  • Strong communication skills and a strong sense of urgency

  • Strong analytical and troubleshooting skills; client-centric, professional, friendly, courteous

  • A positive attitude and desire to build a business within a business

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 17 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 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: 4613