Support Engineer (Microsoft 365)

TL;DR

Microsoft Modern Workplace Support Engineer (M365): Providing advanced-level technical support for M365 infrastructure services with an accent on incident resolution, service requests, and collaboration with Tier 1/2 engineers. Focus on troubleshooting complex issues end-to-end across identity, governance, security, Exchange Online, Teams, SharePoint, Intune, Defender, and AVD.

Location: Oakville, ON or Toronto, ON, Canada

Salary: $69,750 to $105,000 annually + 8% Target Incentives (Ontario, contract role)

Company

Software-focused IT solutions and services provider equipping organizations for cloud migration, modern workplace, and smarter technology decisions.

What you will do

• Troubleshoot and resolve complex incidents across M365 environments (Exchange Online, Teams, SharePoint) as Tier 3 escalation point, including RCA and Microsoft support case management.
• Implement and troubleshoot Intune, Autopilot, MS Defender, and AVD solutions; maintain MEM/MDM environment health.
• Manage ticket queues, triage work, conduct quality reviews, and ensure SLA adherence.
• Collaborate with Tier 1/2 engineers, provide mentorship, and handle customer communications for updates and onboarding.
• Follow ITIL processes for incident, problem, change management; update documentation and knowledge base.

Requirements

• 7+ years in technical support focused on Microsoft 365 services.
• Strong troubleshooting, RCA, independent ownership of complex issues.
• ITIL knowledge (incident, problem, change management).
• Microsoft EMS experience (must have); hands-on with PowerBI/PowerAutomate/Graph/CoPilot, Conditional Access, Exchange Online/O365 (must have).
• Flexibility for on-call rotation including after-hours/weekends.
• Experience engaging Microsoft Support, GDAP, Partner Center, Azure Lighthouse.

Nice to have

• Modern workplace certifications (MD-102, MS-102, SC900).
• PowerShell for Azure/M365 automation.
• Experience with Mobile Device Management (Intune), Windows Autopilot, Microsoft Defender, Azure Virtual Desktop, Active Directory/Entra ID, Windows Server.
• Knowledge of Azure, AWS, or Google Cloud.

Culture & Benefits

• Collaborative, high-performing, inclusive environment recognized as Great Place to Work for 20 years.
• Flexibility to plan workdays; competitive benefits starting day one.
• Career development, support for success, and commitment to diversity and belonging.