Digital Workplace Support Specialist – Level 2
Ecosystem
full-time
Posted on:
Location Type: Hybrid
Location: Montréal • Canada
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About the role
- Diagnose and resolve incidents and requests related to Microsoft 365: Teams, OneDrive, SharePoint Online, access management, sharing, synchronization, permissions, site and library structures.
- Perform root-cause analysis on recurring issues, propose durable fixes, and document solutions.
- Collaborate with Level 1 (standardization, scripts, guides) and Level 3 (clear escalations with complete information, reproduction steps, logs).
- Communicate clearly with users: define the request, clarify impacts, explain trade-offs, and confirm next steps.
- Design, develop, and deploy robust Power Automate flows (approvals, notifications, synchronizations, tasks, controls), primarily backed by SharePoint Online.
- Implement operational patterns: error handling, retries, logging, monitoring, alerts, documentation, ownership, and handover.
- Contribute to M365/SharePoint governance: standards (naming, ownership, lifecycle), permission practices, site structure, and external sharing management.
- Help maintain consistency and security: adopt a posture of “enough structure to protect the organization” without unnecessary bureaucracy.
- Track the effectiveness of automations and processes (simple indicators) and take action as needed to reduce technical debt and increase reliability.
- Maintain useful operational documentation: procedures, checklists, Knowledge Base articles when needed.
- Monitor simple indicators: volumes, recurrence, time to resolution, main pain points; propose targeted improvements.
Requirements
- Practical experience in Level 2 support (or equivalent) in a Microsoft 365 environment.
- Strong proficiency with SharePoint Online: sites, libraries/lists, permissions, sharing, metadata, views, and best practices.
- Solid understanding of Teams and OneDrive and common issues (access, synchronization, file management, collaboration).
- Structured diagnostic capability: reproduction, evidence collection, hypothesis formation, validation, resolution, and documentation.
- Power Automate: ability to create and maintain simple-to-intermediate flows and to reason about robustness (errors, retries, limits).
- PowerShell: ability to read, adapt, and write support scripts.
- SQL: ability to run basic-to-intermediate queries (asset).
- Strong attention to detail, rigor, and the ability to maintain order in a dynamic environment that values spontaneity and creativity.
- Autonomy in implementing solutions suited to the evolving needs of the business.
- Ability to work collaboratively and act as a mentor to teams during transitions to new processes and tools.
- Languages: Professional spoken and written French and professional spoken and written English (Canada and US offices).
Benefits
- Generous paid time off program: 15 days of vacation per year, 5 personal days, 10 statutory holidays, plus paid time off from December 25 to January 1 when our offices close for the Holidays.
- Comprehensive group insurance starting Day 1 (health, vision, dental, life, AD&D) and easy access to health support via Telemedicine and an Employee Assistance Program with a 60% employer contribution.
- Employer contribution to the retirement savings plan.
- Second-language courses offered and a tuition reimbursement program for external training.
- People-focused culture: we live our values through committees for diversity, equity & inclusion, corporate social responsibility (CSR), innovation and social engagement, and we celebrate collective achievements at events like Ecofest.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft 365SharePoint OnlinePower AutomatePowerShellSQLroot-cause analysiserror handlingdocumentationdiagnostic capabilityautomation
Soft Skills
attention to detailrigorautonomycollaborationmentorshipcommunicationproblem-solvingadaptabilityorganizationcreativity