Microsoft Support Specialist L3

3 weeks ago

Kanata, Canada The HR ICU Full time

Company

Must-have:

- Minimum 3 years of experience in Microsoft 365 Admin Center.
- Understanding and familiarity with: Azure Active Directory, CA Policies, and PowerShell scripting.
- Minimum 3 years of experience with Customer Support as well as a ticketing system used to communicate, prioritize, and manage client requests in a queue.
- Able to plan, prioritize, and organize workload, consistently working within service standards and agreed objectives.
- Able to think independently and effectively communicate with team members and clients.
- Strong problem-solving abilities, strong team player (i.e. flexible, hard-working, fast learner, self-motivated, results-oriented).
- Outstanding verbal and written communication skills in English.
- Excellent troubleshooting procedural documentation skills.
- Able to identify trends and common issues that might impact multiple clients, so we can proactively work on our customer and app usage health.

Nice-to-have:

- Degree or Diploma in Computer Networking, Information Technology, Computer Science, or a related technical field.
- M365 Administration Certification
- Experience working for/with a Managed Service Provider.

Responsibilities and day-to-day activities:

- Work on tickets escalated by L1 and L2 support technicians.
- Assist L1 and L2 technicians with their caseload, training, and coaching.
- Join online meetings with customers and team members to further investigate or live troubleshoot issues.
- Write support documentation to help the internal team identify and troubleshoot issues.
- Perform deep investigation of logs and error messages to resolve escalated issues
- Collect detailed information (logs, recordings, screenshots, etc.), and communicate with the Engineering team when issues need to be escalated for development.
- Endeavor to respond to all customer requests promptly while proactively working with the team to improve customer experience.

Benefits & Perks:

- Competitive Salary 60-85k
- Comprehensive Benefits Package (Health, Dental, Medical)
- Professional development and career growth opportunities
- 2 Weeks Vacation
- 4 days a week in the office ( 1 day WFH)
- 5 extra flex paid days off
- Awesome team members

**Salary**: $60,000.00-$85,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Kanata, ON K2K 3K2: reliably commute or plan to relocate before starting work (required)

**Education**:

- DCS / DEC (preferred)

**Experience**:

- IT support: 3 years (required)
- microsoft administration: 3 years (required)

Work Location: In person

Application deadline: 2023-11-12
Expected start date: 2023-12-04

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