Technical Support Lead - Microsoft
Technical Support Lead - Microsoft
Posted on :
20-12-2024
Employer Active
1 Vacancy
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Job Description
Job Title: Technical Support Lead
Location: CANADA
Salary: CAD 85000 CAD 95000
Company Overview
We are a leading Managed Service Provider (MSP) specializing in delivering robust and scalable IT solutions tailored to enterprise needs with an emphasis on Microsoft 365 architecture and advanced networking technologies. Our focus on exceptional technical support and proactive client engagement positions us as the preferred partner for organizations seeking to enhance their IT frameworks while maintaining security and compliance.
Job Summary
We are in search of a highly experienced Technical Support Lead to helm our technical support team. The successful candidate will be instrumental in driving the team towards superior service delivery ensuring rapid resolution of complex technical issues and enforcing ITIL best practices within our support operations. Proficiency in both French and English is essential to effectively support our diverse clientele.
Key Responsibilities
- Team Leadership and Mentorship: Lead the technical support team through structured troubleshooting protocols and provide mentorship on advanced technical issues promoting a resultsdriven culture focused on quality of service and efficiency.
- Advanced Escalation Management: Act as the primary point of contact for escalated issue resolution employing sophisticated diagnostic tools such as Wireshark for packet capture analysis Sysinternals Suite for system diagnostics and PowerShell for automation and scripting tasks to effectively resolve multifaceted technical challenges.
- Client Engagement: Establish and maintain effective communication channels with clients to articulate technical strategies and solutions clearly ensuring alignment with client requirements and expectations.
- Network Troubleshooting: Employ protocol analysis tools including ICMP for basic connectivity testing tracert for route path diagnostics and Netstat for monitoring active connections to diagnose and resolve network performance issues impacting latency throughput and packet loss across both LAN and WAN environments.
- Microsoft 365 Administration and Security: Oversee operations within Microsoft 365 environments managing user migration processes using the Microsoft 365 Migration Tool implementing MultiFactor Authentication (MFA) for enhanced security conducting comprehensive security assessments utilizing tools like Microsoft Secure Score and ensuring adherence to compliance frameworks such as GDPR and HIPAA.
- Infrastructure and Networking Expertise: Apply extensive knowledge of Azure Networking architectures including Virtual Networks Network Security Groups (NSGs) and VPN Gateway configurations to troubleshoot systematic connectivity issues and optimize client network settings.
- Azure Active Directory Governance: Develop and manage Azure Active Directory configurations implementing rolebased access controls (RBAC) and conditional access policies to enforce security best practices and protect sensitive information. Utilize Azure AD Identity Protection to monitor and remediate potential threats.
- Cloud Integration: Direct the integration of Microsoft 365 services with onpremises infrastructure ensuring consistent data synchronization through Azure AD Connect and maintaining data integrity across hybrid solutions.
- Continuous Improvement Initiatives: Engage in ongoing professional development through technical workshops certifications (e.g. Microsoft Certified: Azure Administrator) and industry conferences to enhance personal expertise and team performance while implementing contemporary support methodologies.
Required Skills and Qualifications
- Bilingual Proficiency: Fluency in English and French is essential for effective technical consultation with clients.
- Technical and Empathetic Communication: Strong communication skills that can effectively align technical concepts with nontechnical stakeholders ensuring a comprehensive understanding of issues and solutions.
- Network Troubleshooting Experience: Proven competency in diagnosing and mitigating network connectivity issues in complex LAN/WAN environments with a focus on performance metrics and fault isolation.
- Microsoft 365 Proficiency: Profound knowledge and experience managing Microsoft 365 ecosystems including Exchange Online SharePoint Online and Microsoft Teams with a keen understanding of security protocols such as DLP (Data Loss Prevention) and EOP (Exchange Online Protection).
- Technical Helpdesk Experience: Demonstrated success in technical support roles with relevant experience in escalation management and case resolution using professional ticketing systems like ServiceNow Zendesk or Jira.
- Motivation and Leadership: Highly selfmotivated individual committed to surpassing performance benchmarks while leading teams with clarity and purpose.
- Infrastructure Knowledge: Solid foundational knowledge of network infrastructure cloud services and their operational configurations including router/switch/firewall setups and monitoring tools.
- Azure Active Directory Insights: Indepth knowledge of Azure AD configuration security policy enforcement and identity management frameworks.
What We Offer
- Competitive Salary: Salary range from CAD 85000 CAD 95000 based on relevant experience and qualifications.
- Comprehensive Benefits: A robust benefits package featuring medical dental and standard compensation options.
- Vacation Policy: Flexible vacation entitlements ranging from 2 to 3 weeks adjusted based on candidate experience.
- PerformanceBased Annual Bonus: Eligibility to participate in an annual performance bonus program tied to individual and overall company performance metrics.
- Equity Opportunities: Access to stock options after one year of employment for topperforming team members enhancing longterm engagement and commitment to the organization.
security,continuous improvement,cad,network troubleshooting,microsoft 365 administration,azure active directory,azure networking,team leadership,security compliance,helpdesk experience,microsoft,advanced escalation management,mentorship,infrastructure & networking,bilingual proficiency,client engagement,technical support,motivation and leadership,cloud integration,access,infrastructure,advanced,azure,diagnostic tools,azure active directory governance,technical communication,active directory
Employment Type
Full Time
Company Industry
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
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