About Company
Softchoice is a leading North American IT solutions and managed services provider that helps organizations of all sizes to be more productive, creative, and agile. We believe in the power of technology to transform businesses and empower people. With a comprehensive portfolio of services including cloud, cybersecurity, digital workspace, and data center solutions, we partner with our clients to simplify IT and deliver measurable business outcomes. At Softchoice, we foster a culture of innovation, collaboration, and continuous learning, providing our employees with opportunities to grow their careers and make a significant impact. We are committed to diversity and inclusion, striving to create a workplace where everyone feels valued and can thrive, even in a remote-first setup. Join our team and help us deliver exceptional technology experiences.
Job Description
Are you a problem-solver with a passion for networking and a knack for providing exceptional customer support? Softchoice is seeking a dedicated and proactive Network Support Coordinator to join our remote team, based out of the Harbourfront, Toronto area. In this pivotal role, you will be the first line of defense for our clients, ensuring their network infrastructure runs smoothly and efficiently. You will be responsible for providing remote technical assistance, diagnosing and resolving network issues, and coordinating with senior engineers for complex escalations. This is an incredible opportunity for an individual who is eager to deepen their technical expertise in a fast-paced, dynamic environment and contribute to the seamless operation of critical business systems across various client environments. We are looking for someone who can thrive in a remote setting, demonstrating a strong independent work ethic, excellent communication skills, and a steadfast commitment to delivering outstanding service. Your ability to troubleshoot remotely, manage multiple priorities, and maintain a high level of customer satisfaction will be key to your success. If you are passionate about network technology, committed to client success, and looking for a role where your contributions are highly valued, we encourage you to apply and become a part of our dynamic team that is shaping the future of IT.
Key Responsibilities
- Provide first-level remote technical support for network-related incidents and service requests, ensuring timely resolution and customer satisfaction while adhering to SLAs.
- Diagnose and troubleshoot network connectivity issues, routing problems, firewall configurations, and wireless network performance using a range of diagnostic tools and established procedures.
- Document all incidents, resolutions, and steps taken in the ticketing system (e.g., ServiceNow), maintaining clear, concise, and accurate records for future reference.
- Escalate complex network issues to senior network engineers or specialized teams when necessary, ensuring proper hand-off, continuous communication, and proactive follow-up.
- Monitor network performance and availability using various monitoring tools, proactively identifying potential issues, analyzing trends, and taking preventative measures to minimize downtime.
- Collaborate effectively with other IT teams (e.g., server, cloud, security) and third-party vendors to resolve cross-functional issues and ensure integrated service delivery to clients.
- Assist in the implementation of minor network changes and configurations under the guidance of senior staff, strictly following change management protocols and best practices.
- Educate end-users on basic network best practices, security awareness, and self-service solutions to empower them and reduce recurring incidents.
- Participate in on-call rotation as required to provide essential support outside of regular business hours, ensuring continuous network stability.
Required Skills
- Minimum 3 years of progressive experience in network support, IT helpdesk, or a similar technical support role.
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN, OSI model).
- Proficiency with common network troubleshooting tools and techniques (e.g., ping, tracert, nslookup, Wireshark).
- Experience in supporting and troubleshooting various operating systems (Windows, macOS, basic Linux command line).
- Exceptional verbal and written communication skills with the ability to articulate technical concepts clearly to both technical and non-technical audiences.
- Strong problem-solving abilities, critical thinking, and analytical skills.
- Demonstrated ability to work independently, manage time effectively, and prioritize tasks in a remote work environment.
- Customer-focused mindset with a strong commitment to delivering high-quality service and maintaining positive client relationships.
Preferred Qualifications
- CompTIA Network+ or CCNA certification (or equivalent industry certification).
- Experience with specific network hardware vendors (e.g., Cisco, Meraki, Fortinet, HP Aruba).
- Familiarity with IT service management (ITSM) frameworks like ITIL v3/v4.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related technical field.
- Experience with cloud networking concepts (Azure, AWS, GCP).
Perks & Benefits
- Competitive salary and performance-based bonuses tied to individual and company success.
- Comprehensive health, dental, and vision benefits package from day one.
- Generous paid time off, including vacation, sick days, and company-recognized holidays.
- Robust opportunities for professional development, ongoing training, and industry certifications.
- Flexible remote work environment that promotes work-life balance.
- Dedicated home office stipend to support your remote setup.
- Employee assistance program offering confidential support and resources.
- A collaborative, inclusive, and supportive team culture that values innovation and growth.
How to Apply
Interested candidates are invited to click on the application link below to submit their resume and a compelling cover letter. Please ensure your application highlights your relevant experience in network support and your ability to thrive in a remote work setting. We look forward to reviewing your application and exploring how you can contribute to Softchoice’s success!