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M365 Premier Escalation Specialist


C'est un Contrat job à Montreal, QC publiée le juillet 10, 2021.

Position: Full-time, permanent.

Start date: As soon as possible.


Here’s what we do and why we do it

Member of the M365 Support department, reporting to a support lead and working in one of our modern offices, you will be a key player in day-to-day technical support operations, through your expert-level knowledge of M365-specific products. You will also help share knowledge with support teams and technical advisors while providing help in escalating complex technical issues.


Here’s how you will contribute to the success of the company


Part of the M365 Support department, reporting to a manager and working in one of our modern offices, you will be a key player in day-to-day technical support operations, through your expert-level knowledge of M365 products and escalations. You will identify, simulate and solve advanced technical problems for our customers and submitted for escalation. You will also help and educate our front-line support teams while providing help in escalating advanced technical issues. 


Here’s what your day-to-day will look like in this role


  • Assist and support M365 front-line teams in solving technical issues with guidance and real-time coaching.
  • Act as a reference on a specific M365 product for front-line teams.
  • Resolve advanced cases and answer complex technical questions related to your M365 product of expertise.
  • Ensure the best high-quality customer service when troubleshooting complex product-related issues.
  • Monitor complex product-related cases and coordinate their resolution and action plan.
  • Provide status feedback and insight on product-related case handling.
  • Share, collaborate and build workshops and Q&A to train front-line teams on your product of expertise.
  • Contribute to documentation and knowledgebase content.
  • Maintain skill set and knowledge through direct monthly case handling.
  • Be occasionally involved in specific projects.
  • Provide technical training when required.
  • Stay up to date with best practices and technological changes within the industry.
  • Carry out all other related tasks per the job’s evolution and departmental needs.


Here’s what you need to have and master to get the job

If you have at least half, you have a great chance to receive a call from us.


  • 2 to 3 years of experience in B2B customer service or technical support
  • 3 to 5 years of experience with Office 365 or Microsoft 365 with some of the following:
    • Administration of Enterprise versions of Windows Server, Exchange Server, SharePoint Server, Skype for Business Server, or Lync Server.
    • Migration experience (progressive, failover, hybrid and IMAP).
    • Knowledge and experience in creating and running PowerShell scripts.
  • In-depth knowledge of one or more of the following products: Exchange, SharePoint, Skype for Business, Lync, Teams, Security, Azure and/or Intune.
  • College or university degree in IT or equivalent experience.
  • Microsoft certifications: MCP, MCSA, MCSE or MCITP (an asset).
  • Minimum 2 years of experience in technical support and/or B2B customer service.
  • Excellent oral and written communication skills in English. 
  • Good knowledge of Windows applications and environments.


If you have these skills, you will fit right in with us


  • You have strong analytical skills and like to solve complex problems.
  • You apply and adapt techniques and concepts easily.
  • You can vulgarize complex technical nuances into easily understood terms.
  • You are results-oriented and performance-driven.
  • You are known for offering high-quality solutions to problems.
  • You have good communication skills and are able to provide mentoring.


Here’s what you can expect from us


We believe knowledge, creativity, and rigour are the foundation of excellence. If you share this vision you will be pleased to be surrounded by like-minded people who are driven by intellectual challenges. Together we will foresee opportunities for improvement and solve complex potential issues. But the team and I the manager believe work should not be the only source of fulfillment. I will provide you with compensation, job security and schedule flexibility to help balance all that matters in your life. So, if you have a head full of ideas and a soul full of hopes, here the floor is yours.


This is our team philosophy


Humans were built to help each other. What unites our team is the sense of purpose we get from helping one another and our customers. That’s who we are, not just what we do. If you share this philosophy, you might just be one of us. Send us your resume to tell us your story.

Sherweb is committed to fostering, cultivating and preserving an environment of diversity and inclusion where everybody can feel welcome. We’re looking to grow our teams with people who share our passion for innovation and creating the best experience for our employees, partners and clients.