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.

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).

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.

Digital Workplace Support Specialist – Level 2

Key skills