Associate Support Engineer

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 looking for an Associate Support Engineer (o365) to join our experienced and highly regarded Managed Services Operations team to help support services based around Cloud. The role will require a mix of technical excellence, strong communication, customer service skills and IT service management process knowledge.

Softchoice’s Managed Service division is a world class practice that has been operating for over fifteen years and currently ranks 5th world-wide according to MSPMentor and #1 Managed Service Provider in Canada. We offer the opportunity for you to work with a diverse portfolio of clients and their technical teams to support and improve their IT business solutions and allow you to learn and grow along the way.

What you'll do:

• Analyzing and troubleshooting complex technical support incidents and problems for our clients
• Documenting, implementing, and testing changes in accordance with Change Management procedures
• Picking up on gaps in our existing or incoming services, processes or methods and self-start towards solutions.
• Providing executive updates proactively
• Analyzing customer’s environments, providing recommendations for continuous improvement and optimization of technology investments
• Escalating potential problems and client support issues to management or third party vendors as per SLA contract
• Maintaining and improving technical documentation associated with supported client environments
• Demonstrating excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities

What you'll bring to the table:

• A deep understanding of o365
• Experience with managing Microsoft Exchange Hybrid environments, understanding mail flow, mailboxes migration, managing connectors, and troubleshooting hybrid connectivity issues between on-premises Exchange and Exchange Online.
• Proficiency in managing users, groups, licenses, and security settings within Azure AD. Knowledge of synchronization tools like Azure AD Connect for user and password sync between on-premises and cloud environments.
• Strong familiarity with Exchange Online features and administration, including mailbox management, transport rules, message tracing, anti-spam, anti-malware configurations, and troubleshooting mail flow issues.
• Understanding of security features within O365, including Data Loss Prevention (DLP), Advanced Threat Protection (ATP), eDiscovery, retention policies, and compliance standards like GDPR and HIPAA.
• Capable of creating comprehensive documentation for configurations, troubleshooting steps, and incident reports. Reporting on system health, incidents, and improvements is essential for process enhancement.
• 5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side
• Microsoft Certifications
• ITIL an asset
• Experience and success in coaching and mentoring technical and customer experiences.
• Strong analytical and problem solving skills
• Self-starter, and be able to manage expectations with customers
• Ability to read, write and speak English to effectively communicate with colleagues, customers, suppliers --- in person, on phone, and by written communications
• French speaking would be an asset
• Strong sense of urgency and ownership
• Client-focused, professional, friendly & courteous
• Experience working within a 24x7 technical support environment strongly considered

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 19 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

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.

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.

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.

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