Role: Sr Technical Support Analyst (EndUser/M365/Intune)

Permanent FT

Location: London, ON

Hybrid work model: 3-4 days onsite

Interview process: virtual and in-person

Main Deliverables

- Serve as the senior escalation point for complex end-user technology issues.
- Maintain and support Microsoft-based workplace technology across cloud, desktop, network, and mobile environments.
- Resolve technical incidents, mentor junior support staff, and ensure high service availability.
- Support employees across all levels, including executive leadership.

Technical Stack

- Windows 11
- Microsoft 365 / Office 365
- Microsoft Entra ID (Azure AD)
- Microsoft Azure
- Microsoft Exchange
- Microsoft Teams
- Intune (preferred)
- Multi-Factor Authentication (MFA)
- LAN/WAN Networking
- Wireless Networks
- Remote Access Solutions
- Mobile Device Management (MDM)
- Printers, Scanners, and Peripherals
- VoIP Telephony Systems
- Conferencing & Collaboration Technologies

Requirements

- 7+ years of experience in Help Desk, Service Desk, Desktop Support, IT Support, or related technical support environments.
- Degree or diploma in Information Technology, Computer Science, or a related discipline.
- Strong hands-on experience supporting Windows 11 environments.
- Strong experience administering and supporting Microsoft 365 applications and services.
- Experience working within Microsoft Azure environments.
- Experience with Microsoft Entra ID (Azure AD) administration and identity management.
- Solid understanding of LAN, WAN, and wireless networking technologies.
- Experience supporting Microsoft Teams and collaboration platforms.




- Experience managing mobile devices, preferably using Microsoft Intune.
- Experience supporting printers, scanners, desktop hardware, laptops, and peripheral devices.
- Knowledge of MFA solutions, remote access technologies, and endpoint support.
- CompTIA A+, Network+, or comparable certifications are considered an asset.
- Ability to travel occasionally to Canadian office locations.

Responsibilities

- Act as the primary escalation resource for complex incidents and service requests.
- Diagnose and resolve hardware, software, operating system, network, and connectivity issues while meeting service-level targets.
- Support Windows workstations, Microsoft 365 applications, Exchange, Microsoft Teams, Azure services, and authentication solutions.
- Install, configure, maintain, and troubleshoot desktops, laptops, software applications, and peripheral devices.
- Manage incidents and service requests from intake through resolution, ensuring complete ticket documentation.
- Support and troubleshoot printers, scanners, VoIP systems, conferencing equipment, remote access tools, and mobile devices.
- Assist with onboarding activities including workstation provisioning, hardware deployment, account creation, and technology setup.
- Provide support through phone, email, in-person, and remote channels.
- Support cloud-based applications, secure messaging platforms, advisor portals, and identity management technologies.
- Collaborate with infrastructure, cloud, and security teams to resolve technical issues.
- Provide technical guidance and knowledge sharing to junior support team members.

📌 Sr Technical Support Analyst (EndUser//Intune) (London)
🏢 Company
📍 London