Microsoft Modern Workplace Support EngineerWe are seeking a Microsoft Up-to-date Workplace Support Engineer to join our Managed Services team. This role focuses primarily on providing advanced-level technical support for Microsoft 365 infrastructure services, including incident resolution and service requests. 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‑practice. 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 doTroubleshoot, 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 TasksAssist 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 ResponsibilitiesManage 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 Tier 2 engineers for knowledge transfer and escalations.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 ComplianceFollow ITIL aligned incident, problem, and change management processes.Contribute documentation, knowledge‑base updates, and operational improvements.Participate in peer training, skill development, and team growth activities.Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution.Document, implement and test changes in accordance with Change Management procedures.Escalate potential problems and client support issues to management or third‑party vendors as per SLA contract.Maintain and improve technical documentation associated with supported client environments.What you’ll bring to the tableExperience:7+ years of experience in a technical support role focused on Microsoft 365 services.Troubleshooting Skills:Strong problem‑solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.Independent Ownership:Self‑motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.ITIL Knowledge:Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day‑to‑day support operations.On‑Call Availability:Flexibility to be part of an on‑call rotation for after‑hours (and occasional weekend) support when required.Escalation Handling:Proven experience creating, escalating, and managing support cases with Microsoft to drive complex issues to resolution.Microsoft EMS (Enterprise Mobility + Security)



experience (must have).Hands‑on experience with PowerBI / PowerAutomate / Graph / CoPilot (must have).Experience with engaging Microsoft Support, GDAP, Partner Center and Azure Lighthouse.Experience troubleshooting Conditional Access policy issues (must have).Experience with Mobile Device Management solutions (Intune).Experience configuring and managing Windows Autopilot deployments and configuration.Experience configuring and troubleshooting Exchange Online / O365 (must have).Experience working with Microsoft Defender in an enterprise IT environment.Strong, hands‑on experience with Microsoft Server and products.Knowledge or desire to develop skills and knowledge related to Cloud platforms, such as Azure, AWS or Google Cloud Platform.5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side.Experience with Windows Server.Experience with Active Directory / Entra ID.Experience with PowerShell.Experience working within a 24x7 technical support environment.Preferred QualificationsModern workplace certifications such as MD‑102, MS‑102 or SC900.Experience using PowerShell for Azure or M365 automation.Understanding of ITIL and ITSM frameworks.CompensationA reasonable estimate of the current base pay range for this position in Ontario is $69,750 to $105,000 annually + 8% Target Incentives (annualized salary – contract role). Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. The range for this position in other geographic locations may differ.Inclusion & Equal opportunity employmentWe 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.Require accommodation? We are ready to helpWe 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 [email protected]. We are committed to working with you to best meet your needs.#J-18808-Ljbffr

📌 Support Engineer - Contract - C$69,750 - C$105,000 A Year (Winnipeg)
🏢 Softchoice
📍 Winnipeg