Job Description

As our ideal candidate, you’ll have:

• A deep understanding of o365
• Experience with managing Microsoft Exchange Hybrid environments, understanding mail flow, mailboxes migration, managing connectors, and troubleshooting hybrid connectivity issues between on-premises Exchange and Exchange Online.
• Proficiency in managing users, groups, licenses, and security settings within Azure AD. Knowledge of synchronization tools like Azure AD Connect for user and password sync between on-premises and cloud environments.
• Strong familiarity with Exchange Online features and administration, including mailbox management, transport rules, message tracing, anti-spam, anti-malware configurations, and troubleshooting mail flow issues.
• Understanding of security features within O365, including Data Loss Prevention (DLP), Advanced Threat Protection (ATP), eDiscovery, retention policies, and compliance standards like GDPR and HIPAA.
• Capable of creating comprehensive documentation for configurations, troubleshooting steps, and incident reports. Reporting on system health, incidents, and improvements is essential for process enhancement.
• 5+ years’ experience supporting clients (Internal or external) via phone, email, or desk side
• Microsoft Certifications
• ITIL an asset
• Experience and success in coaching and mentoring technical and customer experiences.
• Strong analytical and problem solving skills
• Self-starter, and be able to manage expectations with customers
• Ability to read, write and speak English to effectively communicate with colleagues, customers, suppliers --- in person, on phone, and by written communications
• French speaking would be an asset
• Strong sense of urgency and ownership
• Client-focused, professional, friendly & courteous
• Experience working within a 24x7 technical support environment strongly considered

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best.

We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

Note: This is not an all-encompassing list and should not be used as a complete description of the plan’s benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for allI you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know.

The recruiter will work with you to understand you needs and help ensure an accessible experience throughout the interview process.

#LI-WWTCR

Qualifications

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe. Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)—a

collaborative ecosystem featuring state-of-the-art hardware and software—WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities. With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work

for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada. Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering (SC&E) Team and why join?

Solutions Consulting & Engineering is an organization that is Customer Focused and Solutions Led. We deliver end-to-end (E2E) and emerging solutions to drive customer satisfaction, increase profitability and growth. Our success is enabled by our world-class management consulting, delivery excellence and engineering brilliance. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer's problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our clients' most complex challenges.

We are looking for an 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.

Softchoice’s Managed Service division is a world class practice that has been operating for over fifteen years and currently ranks 5th world-wide according to MSPMentor and #1 Managed Service Provider in Canada. We offer the opportunity for you to work with a diverse portfolio of clients and their technical teams to support and improve their IT business solutions and allow you to learn and grow along the way.

As our Associate Cloud (o365) Support Engineer, you’ll be responsible for:

• Analyzing and troubleshooting complex technical support incidents and problems for our clients
• Documenting, implementing and testing changes in accordance with Change Management procedures
• Picking up on gaps in our existing or incoming services, processes or methods and self-start towards solutions.
• Providing executive updates proactively
• Analyzing customer’s environments, providing recommendations for continuous improvement and optimization of technology investments
• Escalating potential problems and client support issues to management or third party vendors as per SLA contract
• Maintaining and improving technical documentation associated with supported client environments
• Demonstrating excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities