Microsoft 365 Support Analyst – SharePoint Online and Power Platform N2

We are looking for a bilingual Microsoft 365 Support Analyst – SharePoint Online and Power Platform – Level 2 to provide advanced technical support for our clients' Microsoft 365 environments. You will intervene on complex incidents and requests, act as an escalation point for Level 2 or 3 support, and contribute to the stability, performance, and evolution of M365 services in a managed services context. You will also play a key role in the continuous improvement of processes, documentation, and service quality, in a dynamic and customer-oriented environment.

Functions and Responsibilities . Provide Level 2 and 3 support for Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, etc.); The person will be particularly responsible for support on SharePoint Online, Power Platform, and Power BI . Diagnose, analyze, and resolve complex technical incidents and recurring issues . Take over support escalations from Level 1 and follow up until resolution . Manage advanced service requests (configuration, adjustments, access, security, compliance) . Administer and maintain clients' Microsoft 365 environments according to best practices . Intervene on identity and authentication issues (Entra ID / Azure AD, MFA, Conditional Access, AAD Connect) . Analyze root causes (RCA) and contribute to problem management . Participate in maintenance, change, and continuous service improvement activities . Document procedures, knowledge base articles, and operational guides . Collaborate with Level 3 teams, architects, and project teams as required . Accompany and coach Level 1 support analysts . Communicate effectively with clients, both orally and in writing, in French and English.

Education and Experience

• . DEC or Bachelor's degree in computer science or a relevant discipline

. 5 years of experience in an IT environment, including at least 3 years in Microsoft 365 support . Demonstrated experience in operational support of Microsoft 365 platforms

Technical Skills . Excellent knowledge of Microsoft 365: Exchange Online, Teams, SharePoint Online / OneDrive, Entra ID (Azure AD) . Good understanding of identity and security: MFA, Conditional Access, AAD Connect . Knowledge of Windows environments (workstations and servers) . Basic knowledge of networking (DNS, DHCP, connectivity) . Familiarity with ticketing and monitoring tools . Knowledge of ITIL processes (incident, problem, change management) . Experience in managed services environments, an asset . Microsoft certifications (MS 700 and MS 102, with SC 300 as an option), an asset

Professional Skills . Excellent customer service and communication skills . Ability to manage priorities and work under pressure . Analytical mindset and structured problem-solving approach . Autonomy, diligence, and attention to detail . Team spirit and collaboration . Ability to quickly adapt to diverse environments and clients . Bilingual French/English required (oral and written)

Work Conditions . Primarily hybrid work mode (remote and/or office, depending on operational and client needs) . Primarily daytime work schedule, Monday to Friday . Possibility of participating in a 24x7 support model, including: on-call rotations (evenings, nights, weekends, or holidays) according to a scheduled calendar; occasional interventions outside normal business hours for critical incidents or scheduled activities . On-call periods and out-of-hours interventions are planned in advance and governed by internal policies . Dynamic work environment, oriented towards managed services, with clients having varied contexts and levels of maturity . Close collaboration with local and distributed teams, sometimes in different time zones . Access to modern support, collaboration, and monitoring tools . Opportunities for professional development, continuous training, and Microsoft certifications CGI offers a reasonable estimate of the salary range for this position. The calculation of this range depends on various factors, including skill level, geographic market, experience, education, and professional licenses and certifications. Salary decisions depend on the particularities of each case. A reasonable estimate of this salary range is between $50,000 and $100,000. This position is open.

#LI-DB16

Together, as owners, let's put our expertise to work.

Life at CGI is rooted in shareholder ownership, teamwork, respect, and a sense of belonging. At CGI, you can fully exploit your potential because...

We invite you to become an owner on day one as we work together to turn our vision into reality. That's why we refer to ourselves as CGI associates, rather than employees. We benefit from the outcomes of our collective success and actively contribute to our company's direction and strategy.

Your work creates value. You will develop innovative solutions and build lasting relationships with your colleagues and clients, while having access to global capabilities to bring your ideas to life, seize new opportunities, and benefit from cutting-edge sector and technological expertise.

You will advance your career by joining a company built to grow and last. You will be supported by leaders who have your health and well-being at heart and who will help you seize opportunities to enhance your skills and broaden your horizons.

At CGI, we value the richness that diversity brings and are committed to fostering a work environment where everyone thrives. We collaborate with our clients to build more inclusive communities and enable all CGI associates to succeed. As an equal opportunity employer, it is important to us that you can give your best during the recruitment process. If you require any particular accommodations, please inform your recruiter.

This same commitment to equity extends to our use of technology. To support our recruitment team, AI tools may be used to assist in evaluating applications, without ever replacing human judgment. All hiring decisions remain entirely in the hands of our recruitment professionals.

To learn more about accessibility at CGI, please contact us by email. Please note that this email is strictly reserved for accessibility requests and cannot be used to check the status of an application.

Join us, one of the world's leading information technology (IT) consulting and management companies.