Senior System Engineer - Level 2-3 Support - Microsoft 365

Modern Workplace & Infrastructure Support

• Handle Level 2 & Level 3 incidents and requests, with a focus on complex and high-impact issues.
• Support and mentor Level 1 teams, especially on Microsoft services (Outlook, Exchange, Teams).
• Administer and evolve the Omnissa (formerly VMware EUC) ecosystem: Horizon, Workspace ONE, UEM (VDI/DaaS & endpoints).
• Manage and optimize the Microsoft stack: Windows 10/11, Intune/SCCM, Entra ID, Teams.
• Ensure stability, security, and compliance across workstations and mobile devices.

Monitoring, Performance & User Experience

• Administer on-premise monitoring tools for infrastructure health and capacity.
• Deploy and operate user experience monitoring solutions (ControlUp or equivalent).
• Diagnose performance bottlenecks and optimize infrastructure paths.
• Implement automated performance benchmarks and integrate them into monitoring systems.

Identity, Security & Deployments

• Configure and manage Entra ID (Azure AD), access policies, and identity services.
• Administer Microsoft Teams for secure, reliable collaboration.
• Design and execute OS, application, and patch deployment strategies.
• Apply endpoint security and compliance best practices.

Automation & Engineering Practices

• Develop and maintain PowerShell automation scripts.
• Contribute to CI/CD pipelines using GitHub for infrastructure and workplace automation.
• Exposure to Terraform or Infrastructure as Code is a strong plus.
• Apply testing and validation processes to guarantee deployment quality.

Service Management & Knowledge Sharing

• Work with ServiceDesk+ (ITSM) for incident, change, and problem management.
• Participate in MDM / cmdm administration for endpoint and mobile security.
• Produce clear, structured documentation: runbooks, procedures, and technical guides.
• Actively contribute to knowledge sharing across L1/L2/L3 teams.

Technical Expertise

• Strong background in Microsoft workplace technologies:

  Windows, Intune/SCCM, Teams, Entra ID, Exchange, Outlook.

• Proven hands-on experience with Omnissa / VMware EUC (Horizon, Workspace ONE, UEM).
• Solid expertise in monitoring, troubleshooting, and performance optimization.
• Advanced PowerShell scripting skills.
• Good understanding of CI/CD tools and GitHub; Terraform is a plus.
• Experience with ITSM tools (ServiceDesk+) and MDM solutions.

Experience

• 15+ years of professional experience.
• Strong track record in L2/L3 support within on-premise or hybrid environments.
• Comfortable acting as a technical authority and escalation point.

Languages

• English: Fluent
• French: Strong asset

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