Technical Support Analyst providing Tier 2 support for Achievers’ employee recognition and rewards platform. Troubleshooting integrations, migrations, upgrades, and client technical issues from Toronto.
About the role
- Microsoft Modern Workplace Support Engineer delivering advanced technical support for M365 services. Collaborating with engineers and vendor teams to ensure exceptional service delivery while mentoring peers.
Responsibilities
- Provide advanced-level technical support for M365 infrastructure services
- Collaborate with Tier 1 and Tier 2 engineers, and vendor support teams to ensure efficient issue resolution
- Lead end-to-end incident resolution efforts
- Create and manage support cases through Microsoft Support as needed
- Document troubleshooting steps, environment details, and resolutions in the ticketing system
- Communicate clearly and professionally with customers
- Participate in peer training, skill development, and team growth activities
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
- Familiarity with ITIL best practices (Incident, Problem, Change Management)
- Flexibility to be part of an on-call rotation for after-hours (and occasional weekend) support when required
- Hands-on experience with PowerBI / PowerAutomate / Graph / CoPilot
- Experience troubleshooting Conditional Access policy issues
- Experience configuring and troubleshooting Exchange Online / O365
- Experience with Mobile Device Management solutions (Intune)
Benefits
- Competitive perks that start on day one
- Flexible working hours
- Career development and advancement opportunities
- Inclusive culture where every team member can be their authentic self
- Commitment to diversity, inclusion & belonging
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