Microsoft Technical Support Engineer

2 weeks ago


Manila, National Capital Region, Philippines Crayon Group Full time
  • Keen to be the primary contact and deliver advanced troubleshooting for our customers?
  • Would you like to be part of a flexible and diverse team that delivers superior customer service in a fast-paced environment?
  • Excited about becoming part of a rapidly expanding international IT firm in the Philippines that prioritizes employee development?

Practical Information:

Location: Manila, Philippines | Team size: 8 | Reports to: Global Service Manager | Language Requirements: Fluent/professional English, written and spoken |Work Arrangement: Hybrid | Visa Requirements: Valid working visa for Philippines

As our new M365 Technical Support Engineer, you will be the first point of contact for customer support queries, providing timely troubleshooting and responses to client issues received via phone, email, or remote support tools according to agreed SLAs. You will be directly interfacing with customers, and you will offer technical guidance to complex cases to ensure the highest standard of quality support is given to our customers to meet organization objectives.

Other responsibilities will include:

  • Provide front-line, end-user, and administrator support for customers
  • Follow call logging, efficient backlog management, escalation process, and procedures, and provide high-quality case documentation for all work performed on service requests Perform detailed problem analysis with varying degrees of complexity
  • Deploy, configure, and provide support for the M365 suite across a variety of customer platforms, including but not limited to pure cloud and hybrid environments
  • Installation, configuration, and support for the M365 suite on various customer platforms including but not limited to pure cloud and hybrid environments
  • Serve as the product expert for the M365 suite of applications and their capabilities whilst staying abreast of the latest product reviews, updates, and roadmaps
  • Experience with cloud-based application suites such as M365 or AWS in a PC or Mac environment
  • Demonstrated experience in administration of M365 workloads (Exchange Online, SharePoint Online, Skype for Business, Yammer, OneDrive for Business), including DNS requirements and user mastery scenarios
  • Excellent knowledge and troubleshooting experience in supporting legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.), as well as modern Office suites, including deployment and migrations
  • ITIL V3 certification would be advantageous
  • MS-900 Certificate is a must.

About You:

  • Ability to communicate simply, effectively, and in a non-technical manner so that individuals who do not have a technical background can understand what is being discussed
  • An analytical thinker who can resolve problems efficiently and effectively
  • Customer-service-oriented skills and attention to detail

What's on offer?

  • HMO - coverage for employee + 2 dependents
  • 10 sick leaves, 15 vacation leaves
  • Statutory benefits - SSS, PhilHealth, Pag-Ibig
  • Attractive remuneration package along with ongoing career opportunities, technological and professional development, and support
  • Employee Assistance Program
  • Regular social and company events

Apply to join an award-winning employer

Seniority level
  • Seniority level Associate
Employment type
  • Employment type Full-time
Job function
  • Job function Information Technology, Customer Service, Administrative
Tier 2-Technical Support Specialist - Manila
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