Global responsibility for L2 technical support: Incident, problem, and critical change management.

Change Management: Piloting change processes, validation, and monitoring their execution.

Audits and Recommendations: Conducting client audits and proposing best practices.

Technical Documentation: Drafting and revising operational procedures (SOPs), update reports, and change reports.

Major Incident Management: Handling high-severity tickets, including service requests and service restoration.

Client Relations: Understanding client needs and conducting proof of concepts (POCs) or demonstrations for new solutions.

Functional Support: Assisting internal teams as per organizational needs.

Desired Candidate Profile

Qualifications

L2 Technical Support Engineer to strengthen its team dedicated to the management of Microsoft 365 and Azure infrastructures.

1-3 years of practical experience in L2 technical support: an asset (e.g.: Microsoft Certified: Azure Administrator Associate, Microsoft 365 Certified: Enterprise Administrator Expert).

• Active Directory: Object and group management, GPOs.
• Azure: AD FS, Azure AD Connect, Azure MFA.
• Microsoft 365: Exchange Server, SharePoint, MS Teams.
• Hybrid environments: Exchange and Office 365.
• PowerShell: Scripting and automation.
• Network: Basic to intermediate knowledge.
• Security: Intermediate security best practices.