IT Support Technician supporting SysGen Solutions Group’s managed services and internal IT operations in Calgary. Monitoring systems, troubleshooting devices, and assisting clients and employees.
About the role
- Azure Support Engineer managing and supporting organization's hybrid cloud infrastructure at Softchoice. Troubleshooting Azure incidents and providing excellent customer service for clients.
Responsibilities
- Manage and support the organization's hybrid cloud infrastructure
- Analyze and troubleshoot complex technical support incidents and problems for clients
- Document, implement and test changes in accordance with Change Management procedures
- 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
Requirements
- A deep understanding of Microsoft Azure IaaS/PaaS platform
- Experience with Windows and Linux Server Operating Systems
- Strong, hands-on experience with Azure cloud solutions and Azure IaaS resources
- 5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side
- Azure related certifications
- Experience with security principles in Azure, Creating and Deploying ARM templates, ability to PowerShell scripts when required
- Nice to have: Terraform, Infrastructure as Code (IaC) tool knowledge
- ITIL Certification is added advantage and good to have
- French speaking would be an asset
- Experience working within a 24x7 technical support environment
Benefits
- Medical and Dental Care
- Employee & Family Assistance Program
- RRSP/DPSP Retirement Savings Plan with Company Matching
- Life and Disability Insurance
- Vacation and Sick Leave
- Holidays
- Parental Leave
- Volunteer Days
- Bereavement Leave
- Employee Discount Program
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