L2 Support Engineer

Job title: L2 Support Engineer

Company: Ingram Micro

Job description: It’s fun to work in a company where people truly BELIEVE in what they’re doing!Job Description:CloudBlue, a business unit of Ingram Micro, is the only cloud commerce engine with a proven hyperscale digital platform, and today powers the world’s largest service provider marketplaces, totaling more than 30 million seats globally. CloudBlue is the result of $500 million in investments, including the acquisitions of Odin, Ensim and four other software companies. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud marketplace by building, scaling and monetizing services. With proven competency in SaaS, IaaS, IoT, security and XaaS technologies, we invite visionaries to join our team and make a difference in this fast-growing industry.Ingram Micro is looking for an L2 Support Engineer focused on supporting our CloudBlue customers. CloudBlue Technical Support resolves issues that impact the customer’s business, reported directly by customers or indirectly by other CloudBlue functions (e.g. Managed Services, TAMs, Sales).Ingram Micro has earned Great Place to Work Certification for 2023-2024 in Canada! This prestigious recognition reflects our commitment to our people and our culture.Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow – it’ll be a fun journey!This position is a full-time role based in Toronto, Ontario where you can work 2 days remotely.Responsibilities:

• Answer how-to questions and recommend best practices related to product functionality and configuration;
• Investigate technical issues reported by customers, troubleshoot, and identify solutions and root causes;
• Resolve issues by applying the correct procedures and documentation;
• Collaborate with other teams (e.g. developers, account managers, product team) to successfully resolve reported issues;
• Manage own time and workload and provide prompt and accurate information and status updates to customers in accordance with SLA’s;
• Ensure proper logging and status update/closure of all processed tickets in the ticket tracker;
• Document research steps and solutions implemented in the form of technical notes and knowledge base articles;
• Comply with defined standards and measures for quality and customer satisfaction requirements;
• Maintain up-to-date knowledge of products, related products, and technologies, and supporting processes by attending training and self-learning.

Qualifications:

• Bachelor’s degree in computer science or a related field in Engineering;
• Must have strong software programming skills;
• Minimum 3 years of experience working in a support engineering position;
• Strong Linux system administration experience (CentOS, RHEL) is a must;
• Experience with relevant databases including PostgreSQL, MySQL, Oracle is ideal;
• Strong understanding of system logs and experience with troubleshooting/monitoring utilities;
• Experience with programming languages including Java, Python, and C++ are assets;
• Hands-on experience in configuring networks and network services: ability to provide troubleshooting examples and solve test troubleshooting cases;
• Experience with TCP/IP communication protocols;
• Knowledgeable on IP addressing and subnetting, routing concepts;
• Relevant web hosting experience;
• Standards, protocols, and data formats used for APIs and system integration: JSON, XML, REST, SOAP, XML-RPC, OAuth, SAML;
• SQL experience: query analysis and composition;
• Strong communication skills;
• Ability to work both independently and collaboratively with others;
• Must be adept at multitasking and capable of handling high-pressure situations;
• Eagerness to learn and ability to quickly grasp new concepts.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!Equal Opportunity StatementAs a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to . This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.Ingram Micro’s Commitment to ESG (Environment, Social & Governance)Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here –

Expected salary:

Location: Toronto, ON

Job date: Sun, 28 Jul 2024 03:10:54 GMT

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