Technical Support Specialist- Microsoft Office 365

OpenText; Waterloo; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Technical Support Specialist to join their team in Waterloo, providing support for Microsoft 365. This role involves diagnosing technical issues, managing customer cases, and ensuring high levels of satisfaction. Ideal candidates will have a strong background in Microsoft tools and excellent customer service skills. Join a collaborative environment that values diversity and inclusivity.

Qualifications

• 2-3 years experience in supporting and troubleshooting Microsoft 365.
• Experience with collaborative tools (Sharepoint, Onedrive, Teams, etc.).
• Strong customer service and communication skills.

Responsibilities

• Diagnose and troubleshoot issues related to Microsoft 365.
• Manage multiple customer cases while ensuring satisfaction.
• Document case-related information and progress updates.

Skills

Troubleshooting

Customer service

Communication

Education

Bachelor's degree in IT or Cyber Security

Microsoft certifications (MS900, AZ900, etc.)

Tools

Microsoft 365

PowerShell

Azure AD

Job description

Hiring Manager: Troy Kitt

Talent Acquisition Advisor: Laura DeLuca

Job Code Level: TEP2

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YOUR IMPACT

As a Technical Support Specialist, you will utilize your knowledge and experience to support our customers / partners as part of a global support team.

This involves taking ownership of cases that are raised by email or phone, and working them through to resolution, within our defined SLAs. Daily activities may change with new projects, products, and the needs of the customer.

This role is in our Waterloo office, Tuesdays, Wednesdsys and Thursdays, work from home Mondays and Fridays.

WHAT THE ROLE OFFERS

Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings for Microsoft 365.
Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction
Ensure all case-related information and activities are accurately documented and provide timely progress updates to customers and account managers to maintain service level agreements.Work with other tiers, Operations and Development on technical escalations, bugs, and feature requests.Working closely within a team.
Good written and oral communication skills in English.
Excellent customer service skills, adding to the customer experience.
A track record of good judgment and decision-making in positions with significant responsibility.

WHAT YOU NEED TO SUCCEED

2-3 years Experience of supporting, administrating, and troubleshooting Microsoft 365:

The administration of Microsoft 365 platform (All Admin Centers)
Experience with Microsoft 365 collaborative tools (Sharepoint, Onedrive, Teams, Team Voice, Intune, Security and Compliance)
PowershellAzure AD

Preferred Qualifications:
Bachelor’s degree in IT or Cyber Security field
Microsoft certification(s) (MS900, AZ900, SC900, MS220, MS700)Working directly with Microsoft support

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR.Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.