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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Level 1 technical support for end users across various platforms, including Windows, MacOS, and Microsoft 365 applications. Proficient in troubleshooting complex technical incidents and managing user access through Azure Active Directory.
Highest-signal resume keywords
Technical Support ExperienceMicrosoft 365 TroubleshootingAzure Active Directory ManagementWindows And MacOS SupportITIL Process Understanding
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportMicrosoft 365Azure Active DirectoryWindows SupportMacOS SupportIOS SupportNetwork TroubleshootingMulti-Factor AuthenticationIncident ManagementKnowledge Base Creation
Soft Skills
Verbal CommunicationWritten CommunicationTeam CollaborationProblem SolvingKnowledge Sharing
Tools & Technologies
ServiceNowMicrosoft IntuneLANWiFiVPN
Certifications & Qualifications
MCP WIN 10
Industry Keywords
ITILTechnical SupportEnd-User TechnologiesCall Tracking SystemsAfter-Hours Support
Tech Stack
Tools & technologiesAzureFirewallsiOSITSMMacOSServiceNow
About the role
Key responsibilities & impact- Provide Level 1 technical support for internal users through phone, email, and self-service channels
- Troubleshoot and resolve moderate to complex technical incidents within established service timelines
- Identify root causes and provide effective solutions to minimize recurring issues
- Support end users with Windows, MacOS, iOS, desktops, laptops, mobile devices, and meeting room technologies
- Troubleshoot Microsoft 365 applications, including Outlook, Exchange Online, Teams, and OneDrive
- Resolve user access, permissions, and Multi-Factor Authentication (MFA) issues
- Manage user accounts and access through Azure Active Directory (Entra ID)
- Support Windows and MacOS devices using Microsoft Intune
- Troubleshoot network connectivity issues involving LAN, WiFi, and VPN
- Provide guidance and knowledge sharing to other Service Desk team members
- Create and update Knowledge Base articles to improve self-service support and reduce recurring incidents
- Document and track incidents using IT service management tools such as ServiceNow
- Participate in after-hours on-call support when required
- Work 8 hours per day aligned with Eastern Time (Toronto time)
Requirements
What you’ll need- C1 or C2 English
- C1 or C2 French
- 3+ years of equivalent work experience in technical support or a people management role
- Experience with end-user technologies, including desktops, laptops, mobile devices, and meeting room technology
- Experience with Windows, MacOS, and iOS operating systems
- Experience troubleshooting complex Microsoft 365 incidents, including Outlook/Exchange Online, Teams, OneDrive, MFA, permissions, and user access issues
- Experience troubleshooting Outlook, Teams, OneDrive, and Microsoft 365 accounts for end-users
- Experience managing users, access, and MFA in Azure Active Directory (Entra ID)
- Experience supporting and managing Windows and MacOS devices through Microsoft Intune
- Experience troubleshooting LAN/WiFi/VPN connectivity issues and supporting switches and firewalls
- MCP WIN 10 certification
- Azure experience
- Understanding of ITIL processes and call tracking systems such as ServiceNow
- Highly proficient in verbal and written communication, with the ability to interact with all levels of the organization
- Ability to participate in after-hours on-call support according to the team's rotation schedule
Benefits
Comp & perks- Fully remote work arrangement as a contractor
- PTO days per year
- 100% company-covered international certifications
- Access to coworking spaces
- English classes
- Engaging team-building activities
- Personalized gifts
- Welcome kit
- Referral program