Microsoft 365 Cloud Administrator & Senior Helpdesk Technician

Overview

Microsoft Cloud Administrator and Senior Helpdesk Technician is a senior technical resource within Asurtec’s service delivery team, responsible for administering Microsoft 365 environments and providing advanced escalation support for complex end-user and infrastructure issues. This is a cloud-first role focused on delivering secure, stable, and well-governed collaboration, identity, endpoint, and productivity services for Asurtec and its clients. The role combines hands-on Microsoft 365 administration with senior helpdesk leadership. The successful candidate will design and implement SharePoint Online and Teams structures for file storage and collaboration, administer Intune and Entra ID, support Microsoft 365 security and auditing requirements, automate recurring administration with PowerShell, and maintain clear technical documentation, diagrams, and standards. This is a client-facing position.

The role works directly with clients and internal stakeholders to resolve difficult issues, improve collaboration environments, communicate clearly with non-technical users, and mentor junior team members. The ideal candidate is calm under pressure, highly organized, self-directed in learning, and able to translate complex technical concepts into practical, plain-language guidance. Key Outcomes

Secure, stable, and well-governed Microsoft 365 environments with reliable identity, collaboration, and device management services. SharePoint and Teams environments that improve file storage, permissions, structure, and day-to-day collaboration without custom development. Complex support issues resolved efficiently with strong communication, professional composure, and high end-user confidence. Accurate documentation, useful diagrams, effective automation, and stronger capability across the broader technical team. Core Responsibilities

Administer Microsoft 365 environments, including SharePoint Online, Teams, Exchange Online, OneDrive, Intune, Entra ID, and related Microsoft 365 administration portals. Design and implement SharePoint Online and Teams solutions for file storage, permissions, collaboration, information structure, and governance; no software development is required for this role. Configure and maintain Microsoft 365 security, auditing, and access controls, including multifactor authentication, conditional access, policy administration, and tenant-level governance. Use PowerShell to automate administration, standardize repeatable tasks, produce reports, and improve operational efficiency. Provide senior helpdesk and escalation support for complex client and internal issues across Microsoft 365, Windows endpoints, printers, mobile devices, networking basics, and core business applications. Lead technical troubleshooting, root cause analysis, remediation planning, and vendor escalation for recurring or high-impact incidents. Create and maintain technical documentation, standard operating procedures, knowledge base articles, network diagrams, and system architecture documentation. Support project delivery and client onboarding activities as needed: Gather technical requirements, assess current-state environments, and confirm scope Implement approved Microsoft 365 changes, migrations, or configuration improvements Provide status updates, identify risks, and escalate blockers early Support testing, user readiness, and knowledge transfer Mentor junior team members by reviewing tickets, coaching troubleshooting methods, sharing knowledge, and reinforcing documentation and service standards. Support backup, disaster recovery, compliance, and business continuity practices relevant to client environments and internal systems. Qualifications

Must Haves 10 or more years of overall IT experience, including 5 or more years administering Microsoft 365 environments. Expert-level experience administering Microsoft SharePoint environments. Strong knowledge of the Microsoft 365 ecosystem, cloud services, Intune, Entra ID, auditing, and security. Hands-on experience designing and implementing SharePoint Online and Teams environments for file storage and collaboration; this role does not require programming or software development. Strong working knowledge of Exchange Online, Teams administration, OneDrive, Microsoft 365 security controls, and user and device lifecycle management. Proficiency with PowerShell scripting. Experience creating network diagrams and system architecture documentation. Experience using diagramming tools such as Microsoft Visio. Strong troubleshooting and analytical skills. Excellent written technical documentation skills. Ability to calm frustrated end users and maintain professionalism in high-pressure support situations. Ability to mentor junior team members. Self-directed learning competency and a demonstrated commitment to continuous professional development. Familiarity with backup, disaster recovery, and compliance frameworks. Valid driver’s licence and reliable vehicle. Must be legally able to work in Canada. Assets

Experience working in a managed services, consulting, or multi-client support environment. Experience supporting nonprofit, municipal, provincial, or broader public-sector organizations. Familiarity with Microsoft Defender, Purview, secure collaboration governance, and related Microsoft security capabilities. Experience with Windows endpoint deployment and management, Microsoft 365 Apps administration, and mobile device management. Relevant Microsoft certifications such as MS-102, SC-300, MD-102, or equivalent. Education

College diploma or bachelor’s degree in information technology, computer science, information systems, or a related field, or equivalent practical experience. Core Competencies

Client-Centered Service – Understands client needs, communicates respectfully, and delivers practical support that builds confidence and trust. Organization & Initiative – Effectively manages competing priorities, follows through on commitments, and independently drives work forward. Team Collaboration & Mentorship – Works cooperatively across the technical team and actively supports the development of junior colleagues. Adaptable – Comfortable with change, continuous improvement, and learning in a fast-evolving cloud and security environment. Communication – Strong written and verbal communication skills in English, with the judgment to tailor technical explanations to the audience. Working Hours, Location and Travel

The successful candidate will be expected to work a 40-hour work week inclusive of a 30-minute paid lunch per day. The role is primarily remote, with occasional visits to client sites and occasional flexibility required for project cutovers, maintenance windows, or urgent support situations. Home office setup is required for remote work. A valid driver’s licence and reliable vehicle are required for occasional travel to client locations. Compensation

1)$80,000 – $105,000 CAD annually, commensurate with experience and qualifications. Accommodation, Diversity, Equity and Accessibility Statement

Asurtec Solutions Inc. is committed to fostering a diverse, inclusive, and accessible workplace where all employees feel valued, respected, and supported. We believe that diversity enriches our workforce and enhances our ability to innovate and thrive as an organization. We welcome applications from qualified individuals from diverse backgrounds, including but not limited to race, ancestry, ethnicity, citizenship, sex, gender identity, sexual orientation, age, marital status, family status, ability, or any other characteristics protected by the Ontario Human Rights Code. In accordance with Ontario’s Accessibility for Ontarians with Disabilities Act (AODA), Asurtec is dedicated to ensuring accessibility for all Ontarians. Asurtec Solutions Inc. is committed to meeting the accessibility needs of persons with disabilities in compliance with the AODA and Ontario Human Rights Code. We will work with applicants requesting accommodation at any stage of the hiring process to ensure their needs are met. For inquiries or to request accommodation, please contact HR@asurtec.com Application Instructions

Please submit your resume and a brief cover letter to HR@asurtec.com

outlining your experience and interest in this role.

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