About the Company
Microsoft is a global leader in software, services, devices, and solutions, with a mission to empower every person and every organization on the planet to achieve more. With a significant presence in Toronto, our Canada headquarters is a hub of innovation, diversity, and collaboration. We are committed to fostering an inclusive environment where individuals can thrive and make a global impact. Join a team that is dedicated to pushing the boundaries of technology and supporting its employees.
Job Description
We are seeking a highly experienced and dedicated Technical Support Engineer (Tier 3) to join our dynamic team in Toronto. This role is crucial for resolving complex technical issues, acting as an escalation point for Tier 1 and Tier 2 support, and collaborating closely with product development teams. The ideal candidate will possess deep technical expertise, exceptional problem-solving skills, and a strong commitment to customer satisfaction. We are proud to offer sponsorship support for qualified international candidates looking to make a significant impact within a world-class organization.
Key Responsibilities
- Serve as a primary escalation point for complex technical issues, providing in-depth troubleshooting and resolution for Microsoft products and services.
- Diagnose and resolve critical customer issues related to system architecture, network configuration, database performance, and application functionality.
- Collaborate with engineering and development teams to identify root causes of product defects and contribute to product improvements and bug fixes.
- Develop and document comprehensive knowledge base articles, troubleshooting guides, and best practices for internal and external use.
- Provide mentorship and technical guidance to Tier 1 and Tier 2 support engineers, enhancing their technical capabilities and problem-solving skills.
- Participate in on-call rotations and provide support during critical incidents, ensuring minimal downtime and business disruption.
- Analyze recurring issues and proactively identify trends to implement preventative measures and improve overall service reliability.
- Communicate effectively with customers, providing timely updates and clear explanations of complex technical concepts.
Required Skills
- Minimum of 5 years of experience in a Tier 2 or Tier 3 technical support role, preferably with Microsoft technologies.
- Expertise in operating systems (Windows Server, Linux), networking protocols (TCP/IP, DNS, VPN), and virtualization technologies (Hyper-V, VMware).
- Proficiency in troubleshooting complex software and hardware issues, including performance analysis and debugging.
- Strong understanding of cloud platforms (Azure, AWS) and related services.
- Experience with scripting languages (e.g., PowerShell, Python) for automation and diagnostics.
- Excellent communication, interpersonal, and customer service skills.
- Ability to work independently and as part of a team in a fast-paced, high-pressure environment.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Preferred Qualifications
- Microsoft Certified Professional (MCP) or other relevant industry certifications (e.g., MCSE, CCNA).
- Experience with database systems (SQL Server, MySQL) and query optimization.
- Familiarity with DevOps practices and tools (e.g., Git, Azure DevOps).
- Experience supporting enterprise-level applications and mission-critical systems.
- Proven ability to manage multiple priorities and projects simultaneously.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Competitive salary and performance-based bonuses.
- Generous paid time off and holidays.
- Retirement savings plan with company match.
- Employee stock purchase program.
- Access to cutting-edge technology and continuous learning opportunities.
- Professional development and career growth programs.
- On-site fitness centers and wellness programs.
- Subsidized public transit and parking.
- Employee assistance programs and mental health support.
- Visa sponsorship support for eligible international candidates.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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