Application Support Specialist - Intermediate at Innosystech Inc — NeverHard

Job Title: Application Support Specialist - Intermediate Location: Toronto, Ontario Work Model: Hybrid (3 days onsite) Must Have Hands-on experience using ITSM tools (e.g., ServiceNow or equivalent) to manage, track, and resolve support tickets Strong working knowledge of SharePoint Online site administration, including: Permissions and access management (users, groups, inheritance) Site configuration, document libraries, and content structures Support of collaboration and document management features Experience supporting SharePoint migrations, deployments, or organization-wide implementations, including post-deployment stabilization and issue remediation Proven experience performing incident triage, analysis, and resolution in production environments Description Responsibilities Provide application support for Microsoft 365 and SharePoint Online Perform incident triage, troubleshooting and resolution of production issues Manage ServiceNow (or equivalent) tickets and ensure proper documentation Administer SharePoint sites including permissions, configurations and libraries Support SharePoint migrations and deployment activities Conduct root cause analysis and escalate issues when needed Assist with user onboarding and support Maintain knowledge base and support documentation Identify recurring issues and recommend improvements Provide reporting on support metrics General Skills Experience in enterprise application support environments Strong troubleshooting and analytical skills Strong communication (technical non-technical) Ability to handle multiple priorities in a fast-paced environment Strong documentation and organizational skills Strong customer service mindset Ability to work independently and in teams Desirable Skills Public sector experience Microsoft 365 administration exposure ITIL knowledge Primary Skills SharePoint Online, Microsoft 365, ServiceNow, ITSM, Application Support, Incident Management, User Support Secondary Skills Site Administration, Permissions Management, Troubleshooting, Knowledge Base, Root Cause Analysis, Documentation, ITIL Skills Technical & Functional Skills 50% SharePoint Online administration (permissions, libraries, sites) Microsoft 365 support ITSM tools (ServiceNow or similar) Incident triage, issue resolution SharePoint migration & deployment support Root cause analysis Support & Client Engagement 30% Frontline user support Stakeholder communication Documentation & knowledge base creation Customer service and issue handling Professional Skills 20% Communication (written + verbal) Time management & prioritization Team collaboration Independent work capability