Overview
Support Engineer Jobs in Toronto, Canada at Softchoice
Position: Support Engineer – Contract
Support Engineer – Contract
Date: May 5, 2026
Location: Oakville, ON, CA
• Toronto, ON, CA
Company: Softchoice
Why you’ll love Softchoice: We are a software‑focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative t means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.
The impact you’ll have: We are seeking a Microsoft Modern Workplace Support Engineer to join our Managed Services team. This role focuses primarily on providing advanced‑level technical support for M365 infrastructure services
, including incident resolution, service requests, and other responsibilities. You will collaborate with Tier 1 and Tier 2 engineers, and vendor support teams to ensure efficient issue resolution and exceptional service delivery.
What you’ll do
- Troubleshoot, support and resolve complex incidents across Microsoft 365 Environments (Exchange Online, Teams, SharePoint, etc.), working independently as the final escalation point for customer incidents.
- Lead end‑to‑end incident resolution efforts, including performing thorough RCA on major issues and implementing/documenting effective solutions and outcomes.
- Create and manage support cases through Microsoft Support as needed, ensuring proper escalation of issues and driving them to timely resolution.
Service Requests & Operational Tasks
- Assist with the technical implementation and troubleshooting of Intune, Autopilot, MS Defender, and AVD solutions based on client requirements and needs.
- Assist in maintaining the health of client MEM/MDM environments on an on‑going basis.
- Provide guidance and mentorship where needed.
- Document troubleshooting steps, environment details, and resolutions in the ticketing system.
Workflow & Team Responsibilities
- Manage ticket queues, triage incoming work, and distribute tickets to maintain balanced workload distribution.
- Conduct daily ticket quality reviews to ensure correct categorization, compliance, and SLA adherence.
- Assist with P1 case handling by gathering technical details, executing action items, and providing timely updates.
- Open and manage Microsoft support tickets with accurate tracking and communication.
- Collaborate with Tier 1 and 2 engineers for knowledge transfer and escalations.
Customer Engagement
- Communicate clearly and professionally with customers to gather details, deliver updates, and guide them through troubleshooting.
- Ensure timely, customer focused interactions that uphold service excellence.
- Assist during the onboarding of clients with the configuration and setup of relevant systems, processes and policies to ensure that critical information is gathered.
Process & ITIL Compliance
- Follow ITIL aligned incident, problem, and change management processes.
- Contribute documentation, knowledge base updates, and operational improvements.
- Participate in peer training, skill development, and team growth activities.
- Responsible for resolving tickets, updating knowledge articles, problem management bringing tickets to full resolution.
- Document, implement and test changes in accordance with Change Management procedures.
- Escalate potential problems and client support issues to management or third‑party vendors as per SLA contract.
- Maintain and improve technical documentation associated with supported client environments.
What you’ll bring to the table
- Experience: 7+ years of experience in a technical support role focused on Microsoft 365 services.
- Troubleshooting
Skills:
Strong problem‑solving abilities with a proven ability to lead complex troubleshooting efforts, perform thorough Root Cause Analysis (RCA), and clearly document resolution steps.
- Independent Ownership: Self‑motivated and able to work independently with minimal supervision, taking ownership of complex issues and driving them to resolution.
- ITIL Knowledge: Familiarity with ITIL best practices (Incident, Problem, Change Management) and experience integrating these processes into day‑to‑day support operations.
- On‑Call…
Title: Support Engineer
Company: Softchoice
Location: Toronto, Canada
Category: