Job Title: Senior Field Support Engineer (End-User Computing, M365, Azure AD)

Location: Onsite in Toronto

Experience Level:

• Minimum 5 years hands-on experience in Field Support / End-User Computing
• Strong technical expertise with M365, Azure AD, Entra ID

Job Summary:

We are seeking a highly skilled Senior Field Support Engineer with strong hands-on experience in End-User Computing and Microsoft 365 (M365) ecosystem, including Azure Active Directory and Entra ID.

The ideal candidate will be responsible for providing onsite and remote technical support for laptops, desktops, peripherals, and end-user applications, while ensuring seamless integration with cloud-based identity and access management platforms.

Key Responsibilities:

• Provide Level 2/3 onsite and remote technical support for desktops, laptops, printers, and end-user applications.
• White-Glove Support
• Perform troubleshooting, diagnostics, and root cause analysis for hardware and software issues.
• Manage Microsoft 365 services including Exchange Online, SharePoint Online, Teams, and OneDrive.
• Administer and troubleshoot Azure Active Directory (Azure AD), Entra ID configurations, including user and group management, conditional access policies, and SSO integrations.
• Handle new device deployments, laptop imaging, application installations, and user profile migrations.
• Provide technical onboarding and offboarding support including setting up accounts, MFA, device enrollment, and access permissions.
• Implement and maintain security baselines for laptops and desktops, including BitLocker, antivirus, and patch management.
• Perform routine health checks and maintenance for end-user systems and report any anomalies.
• Assist users with application issues (Office 365 suite, VPN, browsers, security agents, business applications, etc.)
• Document all support activities, incidents, and resolutions accurately in the ITSM system.
• Collaborate with the Cloud/Infrastructure team for escalations, migrations, or advanced troubleshooting when required.

Technical Skills Required:

• Solid hands-on experience in End-User Support (Windows 10/11, MacOS preferred).
• Strong knowledge of Microsoft 365 Admin Center, including Exchange Online, SharePoint Online, Intune (MEM), and Teams.
• Expertise in Azure Active Directory (Azure AD) management, including users, devices, groups, MFA, and Conditional Access.
• Practical experience in Microsoft Entra ID services including Identity Governance, Entitlement Management, and Privileged Identity Management (PIM).
• Good understanding of Endpoint Security Best Practices (BitLocker, Antivirus policies, Device Compliance).
• Familiarity with MDM/MAM (preferably Intune) for device enrollment and management.
• Knowledge of Active Directory (On-premises) and basic networking concepts (VPN, TCP/IP, WiFi troubleshooting).
• Experience with ServiceNow, ManageEngine, or similar ITSM tools for ticket management.
• Ability to support mobile devices (Android/iOS) under corporate policies.
• Familiarity with remote support tools (e.g., Manage Engine ITSM, TeamViewer, RDP).

Microsoft Certifications (preferred):

• ITIL Certified
• MD-102: Endpoint Administrator
• SC-300: Microsoft Identity and Access Administrator
• AZ-104: Azure Administrator Associate