- Provide first-line support for Microsoft 365-related enquiries, incidents, and service requests.
- Perform initial troubleshooting, issue diagnosis, and escalation to relevant support teams when required.
- Manage user accounts, access permissions, and configuration changes within Microsoft 365 environments.
- Execute operational and administrative tasks using PowerShell, including configuration checks and process automation.
- Create, update, and manage support tickets using IT Service Management (ITSM) tools.
- Coordinate with internal teams and external vendors to ensure timely issue resolution and service delivery.
- Monitor and track incident progress, ensuring updates are communicated to relevant stakeholders.
- Develop and maintain knowledge base articles, support procedures, and frequently asked questions.
- Provide operational support for enterprise services and internally developed applications.
- Document support activities, troubleshooting steps, and resolution outcomes accurately.
- 2 to 5 years of experience in helpdesk, service desk, or IT support roles.
- Proficiency in Japanese language for liaising with Japanese-speaking clients and stakeholders.
- Proficiency in Chinese language for liaising with Chinese-speaking clients and stakeholders.
- Basic knowledge and operational experience of Microsoft 365 services.
- Proficiency in English language for communicating with diverse teams and stakeholders.
- Willingness to work on rotating shift schedules, including occasional night and weekend shifts.
- Experience with PowerShell for system administration, automation, or operational tasks is an added advantage.
- Experience using ITSM tools such as ServiceNow, Zendesk, or Dynamics 365 is an added advantage.
- Experience supporting Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID, is an added advantage.
- Experience working in a global or multinational support environment is an added advantage.
- Strong problem-solving, troubleshooting, and communication skills.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
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EA Personnel Name: Chay Yoke Ting Vanessa (Xie Ruoting)
EA Personnel Registration Number: R23115805
EA License No.: 07C5771