AMS GDC_Microsoft Digital Workplace AMS Support

Delaware Consulting; Kuala Lumpur; Remote; MYR 150,000 - 200,000; Full time

Job summary

A leading IT support consultancy in Kuala Lumpur is looking for a dedicated support professional to provide first-line technical assistance. Responsibilities include managing IT incidents and service requests, ensuring high user satisfaction, and supporting Microsoft 365 and endpoint environments. Candidates should have a working knowledge of Microsoft 365, ITSM tools like ServiceNow, and excellent customer service skills. This opportunity offers the chance to contribute to a fast-paced digital workplace environment.

Benefits

Competitive salary

Opportunities for training and development

Dynamic work environment

Qualifications

• Working knowledge of Microsoft 365 suite and Azure Active Directory.
• Familiarity with ITSM tools like ServiceNow or Remedy.
• Excellent communication and troubleshooting skills.

Responsibilities

• Serve as the first point of contact for all IT-related issues.
• Log, categorize, and prioritize incidents and service requests.
• Provide basic troubleshooting for Microsoft 365 and endpoint devices.

Skills

Communication skills

Troubleshooting

Customer service

Documentation skills

Education

Working knowledge of Microsoft 365 suite

Familiarity with ITSM tools

Understanding of ITIL Foundation concepts

Tools

ServiceNow

Microsoft Teams

Salesforce

Job description

AMS GDC_Microsoft Digital Workplace AMS Support

Location: Malaysia

Primary Objective

Provide first-line technical support and incident resolution for end-users across Microsoft 365 and endpoint environments, ensuring high availability, security, and productivity of the digital workplace ecosystem. Previous knowledge of some enterprise application like Salesforce etc is desirable but not mandatory.

Responsibilities

Incident & Service Request Management

• Serve as the first point of contact for all IT-related issues via phone, email, chat, or ITSM portal.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool (ServiceNow, etc.).
• Perform initial diagnosis and triage for issues related to Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint, etc.), Windows 10/11, and endpoint devices.
• Provide basic troubleshooting (password resets, mailbox access, Teams connectivity, printer configuration, VPN issues, etc.).
• Resolve or escalatie incidents to Level 2/3 based on defined SLAs and knowledge articles.
• Ensure all tickets are accurately documented with resolution details and user communication logs.

End-User Support & Communication

• Deliver exceptional customer service and maintain a high level of user satisfaction.
• Guide users through self-service portals, knowledge articles, or remote troubleshooting sessions.
• Communicate ticket status, estimated resolution time, and workaround options clearly and proactively.
• Support onboarding/offboarding activities — account creation, access provisioning, license assignment, device setup.

Microsoft 365 & Endpoint Ecosystem & Sales Force

• Support common issues related to Microsoft Azure (AI Translator), Entra ID, Intune.
• Microsoft 365 Suite (Power BI, Power Platform).
• Windows 365 (Virtualized Computing Environment).
• Microsoft Purview.
• Salesforce CRM, Service Cloud, Experience Cloud.
• Microsoft Teams: chat, meetings, audio/video, file sharing.
• Exchange Online/Outlook: mailbox access, calendar sync, shared mailbox, rules.
• OneDrive & SharePoint: file sync, access permissions, version recovery.
• Intune/Endpoint Manager: policy updates, device enrollment, compliance notifications.
• Microsoft Edge / Office Apps: installation, performance, activation, patching.

Access, Security & Compliance

• Manage password resets, MFA registration, and account unlocks through Azure AD or identity tools.
• Report suspicious activities or potential security incidents to the SOC or Security Operations team.
• Support compliance-related requests such as data access, retention, or recovery under supervision.

Knowledge & Continuous Improvement

• Follow knowledge articles, SOPs, and runbooks for standard incident handling.
• Contribute to the Knowledge Base (KB) by documenting new issue resolutions or known errors.
• Participate in daily shift handovers and service review meetings.
• Identify recurring issues and propose automation or self-healing opportunities (e.g., Power Automate, Intune scripts).

Performance & Governance

• Adhere to defined SLAs, KPIs, and OLA targets, such as First Contact Resolution (FCR) rate, Average Handling Time (AHT), SLA compliance %, Customer Satisfaction (CSAT) score.
• Maintain service discipline through ITIL processes (Incident, Request, Knowledge, Escalation Management).
• Support Major Incident Management (MIM) by providing relevant first-level data and user impact analysis.

Qualifications

• Working knowledge of Microsoft 365 suite, Azure Active Directory, and Windows 10/11 environments.
• Familiarity with ITSM tools (ServiceNow, Remedy, Freshservice, etc.).
• Understanding of ITIL Foundation concepts.
• Excellent communication, troubleshooting, and documentation skills.
• Basic understanding of network connectivity (Wi‑Fi, VPN, proxy).