Support Engineer - Contract

Softchoice•Toronto, ON

4d•Remote

About The Position

We are seeking a Microsoft Modern Workplace Support Engineer to join our Managed Services team. This role focuses primarily on providing advanced-level technical support for M365 infrastructure services, including incident resolution, service requests, and. You will collaborate with Tier 1 and Tier 2 engineers, and vendor support teams to ensure efficient issue resolution and exceptional service delivery. Candidates for this role must demonstrate strong, practical, hands-on experience working within the Microsoft 365 ecosystem, and Azure ecosystem would be beneficial. This includes the ability to support, troubleshoot, and administer M365 resources in a production environment and understand underlying architecture fundamentals, dependencies, and operational best practices. Engineers should be capable of analyzing issues end‑to‑end across the various Microsoft Workplace product suites, including: identity, governance, and security layers.

Requirements

7+ years of experience in a technical support role focused on Microsoft 365 services.
Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.
Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.
Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.
Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.
Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.
Microsoft EMS (Enterprise Mobility + Security) experience (must have).
Hands-on experience with PowerBI / PowerAutomate / Graph / CoPilot (must have).
Experience with engaging Microsoft Support, GDAP, Partner Center and Azure Lighthouse.
Experience troubleshooting Conditional Access policy issues (must have).
Experience with Mobile Device Management solutions (Intune).
Experience configuring and managing Windows Autopilot deployments and configuration.
Experience configuring and troubleshooting Exchange Online / O365 (must have).
Experience working with Microsoft Defender in an enterprise IT environment.
Experience troubleshooting Microsoft Azure Virtual Desktop environments.
Strong, hands-on experience with Microsoft Server and products.
Knowledge or desire to develop skills and knowledge related to Cloud platforms, such as Azure, AWS or Google Cloud Platform.
5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side.
Experience with Windows Server.
Experience with Active Directory / Entra ID.
Experience with PowerShell.
Experience working within a 24x7 technical support environment.

Nice To Haves

Modern workplace certifications such as MD-102, MS-102 or SC900.
Experience using PowerShell for Azure or M365 automation.
Understanding of ITIL and ITSM frameworks.

Responsibilities

Troubleshoot, support and resolve complex incidents across Microsoft 365 Environments (Exchange Online, Teams, Sharepoint, etc.), working independently as the final escalation point for customer incidents.
Lead end-to-end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.
Assist with the technical implementation and troubleshooting of Intune, Autopilot, MS Defender, and AVD solutions based on client requirements and needs.
Assist in maintaining the health of client MEM/MDM environments on an on-going basis.
Provide guidance and mentorship where needed.
Document troubleshooting steps, environment details, and resolutions in the ticketing system.
Manage ticket queues, triage incoming work, and distribute tickets to maintain balanced workload distribution.
Conduct daily ticket quality reviews to ensure correct categorization, compliance, and SLA adherence.
Assist with P1 case handling by gathering technical details, executing action items, and providing timely updates.
Open and manage Microsoft support tickets with accurate tracking and communication.
Collaborate with Tier 1 and 2 engineers for knowledge transfer and escalations.
Communicate clearly and professionally with customers to gather details, deliver updates, and guide them through troubleshooting.
Ensure timely, customer focused interactions that uphold service excellence.
Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered.
Follow ITIL aligned incident, problem, and change management processes.
Contribute documentation, knowledge base updates, and operational improvements.
Participate in peer training, skill development, and team growth activities.
Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution.
Document, implement and test changes in accordance with Change Management procedures.
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.