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 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.
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