Associate Support Engineer (O365)
We are looking for a Bilingual Associate Support Engineer (O365) to join our experienced and highly regarded Managed Services Operations team in Oakville 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.
As our Associate Cloud (O365) Support Engineer, you’ll be responsible for:
Serve as a trusted technical advisor by investigating and resolving complex O365-related support incidents for a diverse portfolio of clients.
Apply ITIL-based change management practices to document, test, and implement approved changes in client environments.
Proactively identify service gaps, inefficiencies, or areas for optimization, and take initiative to recommend or implement improvements.
Provide timely and professional updates to executive stakeholders and customer contacts.
Evaluate client environments to offer strategic guidance on enhancing operational efficiency, maximizing return on investment, and ensuring best-practice adoption.
Escalate unresolved or high-impact issues in line with SLA expectations, engaging senior engineers or third-party vendors as required.
Maintain detailed, accurate, and up-to-date technical documentation to support ongoing service delivery and knowledge sharing.
Exhibit exceptional communication and customer service skills across all touchpoints—from incident resolution to proactive engagement.
As our ideal candidate, you’ll have:
Hands-on expertise in Microsoft 365, particularly Exchange Online, Microsoft Teams, SharePoint Online, and Azure Active Directory.
Experience managing and troubleshooting Exchange Hybrid environments, including mail flow, mailbox migrations, connector configurations, and hybrid connectivity challenges.
Proficiency with Azure AD and identity synchronization tools such as Azure AD Connect, including knowledge of authentication, federation, and conditional access policies.
Solid grasp of O365 security and compliance features, including Data Loss Prevention (DLP), Advanced Threat Protection (ATP), eDiscovery, retention policies, and regulatory frameworks like GDPR and HIPAA.
Excellent documentation skills, with the ability to clearly articulate configurations, resolutions, and technical procedures for both internal teams and customer stakeholders.
5+ years of hands-on client support experience, ideally in a managed services, helpdesk, or enterprise support environment.
Microsoft certifications (e.g., MS-100, MS-101, SC-300) that demonstrate your technical depth and commitment to continuous learning.
ITIL Foundation certification or familiarity with IT service management principles (an asset).
A proven ability to coach or mentor others, share knowledge, and elevate the customer experience.
Strong analytical thinking, a self-starter mindset, and a sense of accountability for customer success.
Professional fluency in English (spoken and written).
A client-first attitude, strong sense of urgency, and ability to thrive in a dynamic, 24x7 technical support setting.