Service Desk Engineer

2 weeks ago

Taguig, National Capital Region, Philippines Booth and Partners Full time

We are looking for a 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.

As our Associate Cloud (O365) Support Engineer, you'll be responsible for:

  • Serve as a trusted technical advisor by investigating and resolving complex O365-related support incidents for a diverse portfolio of clients.

  • Apply ITIL-based change management practices to document, test, and implement approved changes in client environments.

  • Proactively identify service gaps, inefficiencies, or areas for optimization, and take initiative to recommend or implement improvements.

  • Provide timely and professional updates to executive stakeholders and customer contacts.

  • Evaluate client environments to offer strategic guidance on enhancing operational efficiency, maximizing return on investment, and ensuring best-practice adoption.

  • Escalate unresolved or high-impact issues in line with SLA expectations, engaging senior engineers or third-party vendors as required.

  • Maintain detailed, accurate, and up-to-date technical documentation to support ongoing service delivery and knowledge sharing.

  • Exhibit exceptional communication and customer service skills across all touchpoints—from incident resolution to proactive engagement.

Requirements

As our ideal candidate, you'll have:

  • Hands-on expertise in Microsoft 365, particularly Exchange Online, Microsoft Teams, SharePoint Online, and Azure Active Directory.

  • Experience managing and troubleshooting Exchange Hybrid environments, including mail flow, mailbox migrations, connector configurations, and hybrid connectivity challenges.

  • Proficiency with Azure AD and identity synchronization tools such as Azure AD Connect, including knowledge of authentication, federation, and conditional access policies.

  • Solid grasp of O365 security and compliance features, including Data Loss Prevention (DLP), Advanced Threat Protection (ATP), eDiscovery, retention policies, and regulatory frameworks like GDPR and HIPAA.

  • Excellent documentation skills, with the ability to clearly articulate configurations, resolutions, and technical procedures for both internal teams and customer stakeholders.

  • 5+ years of hands-on client support experience, ideally in a managed services, helpdesk, or enterprise support environment.

  • Microsoft certifications (e.g., MS-100, MS-101, SC-300) that demonstrate your technical depth and commitment to continuous learning.

  • ITIL Foundation certification or familiarity with IT service management principles (an asset).

  • A proven ability to coach or mentor others, share knowledge, and elevate the customer experience.

  • Strong analytical thinking, a self-starter mindset, and a sense of accountability for customer success.

  • Professional fluency in English (spoken and written).

  • A client-first attitude, strong sense of urgency, and ability to thrive in a dynamic, 24x7 technical support setting.

Benefits

Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program

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