Support Engineer - Contract

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'll have:

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.

What you'll do:

Microsoft Tier 3 Support (Modern Workplace) 

• 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.

Service Requests & Operational Tasks 

• 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.

Workflow & Team Responsibilities 

• 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.

Customer Engagement 

• 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.

Process & ITIL Compliance 

• 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.

What you’ll bring to the table:

• Experience: 7+ years of experience in a technical support role focused on Microsoft 365 services.
• Troubleshooting Skills: Strong problem-solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.
• Independent Ownership: Self-motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.
• ITIL Knowledge: Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day-to-day support operations.
• On-Call Availability: Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required.
• Escalation Handling: 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.

Preferred Qualifications

• 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.

Compensation:

A reasonable estimate of the current base pay range for this position in Ontario is $69,750 to $105,000 annually + 8% Target Incentives. (annualized salary - contract role)

Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. The range for this position in other geographic locations may differ.

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 You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 20 consecutive years
• Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

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 asktalentacquisition@softchoice.com. 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: 7439 

EoE/M/F/Vet/Disability  

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