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 oper