M365 Collaboration Engineer

Nufarm Malaysia Sdn Bhd; Kuala Lumpur; Remote; MYR 89,000 - 134,000; Full time

Job summary

Nufarm Malaysia Sdn Bhd is seeking an experienced M365 Collaboration Triage Engineer to join our Global IT team. You’ll provide Level 2 triage and escalation for Microsoft 365 workloads across APAC, troubleshooting Teams, SharePoint Online, OneDrive, Copilot, and related services.

You’ll collaborate with regional L1 teams, deliver remote guidance, maintain knowledge bases, and ensure incidents are resolved in line with ITIL and service levels. This role offers global exposure and growth.

Qualifications

• Three to five years of practical IT support in a Microsoft 365 environment.
• Strong troubleshooting across Teams, SharePoint Online and OneDrive.
• Experience guiding regional L1/L1.5 teams remotely.

Responsibilities

• Act as Level 2 triage and escalation point for M365 incidents.
• Troubleshoot Teams, SharePoint Online, OneDrive for Business and Copilot.
• Collaborate with regional L1/L1.5 teams; provide remote guidance.
• Support Planner, Loop, Forms, Bookings, Whiteboard and Viva suite.
• Maintain knowledge base articles and contribute to service improvements.
• Ensure incidents follow ITIL processes and are documented in the ITSM platform.

Skills

Troubleshooting

Remote collaboration

ITIL processes

Customer service

Communication

Tools

Microsoft Teams

SharePoint Online

OneDrive for Business

Power Apps

Power Automate

Dataverse

Microsoft Copilot

Copilot Studio

Azure AI services

Job description

Shape the Future of Digital Collaboration

Nufarm is a global crop protection and seed technologies company that helps farmers and businesses meet the global challenges of food, feed, fibre and fuel production. Whether it’s commercialising the world’s first plant-based omega-3, launching precision agricultural solutions, unlocking biomass oils for more sustainable fuels and fast-moving consumer goods, introducing innovative crop protection solutions, or delivering the crop and seed solutions farmers depend on every day, Nufarm is evolving with agriculture to drive value for customers.

We’re looking for an experienced M365 Collaboration Triage Engineer to join our Global IT team, supporting users across APAC and Nufarm’s wider global workforce.

This is an exciting opportunity to provide Level 2 technical support across Microsoft 365 collaboration, productivity and AI services. Working remotely, you’ll partner closely with regional L1 and L1.5 support teams, acting as their technical escalation point and helping them resolve issues efficiently.

As a capable Microsoft 365 technical generalist, you’ll troubleshoot a broad range of issues across Microsoft Teams, SharePoint Online, OneDrive for Business, Microsoft 365 Apps, Power Platform and Microsoft Copilot. You’ll also contribute to knowledge management, service improvement and the delivery of a consistent, high-quality collaboration experience for employees around the world.

If you’re passionate about Microsoft 365, technical troubleshooting, customer service and helping users get the most from modern workplace technology, we’d love to hear from you.

How You’ll Help Us Grow

Act as the Level 2 triage and escalation point for Microsoft 365 collaboration, productivity and AI-related incidents and service requests.

Troubleshoot and resolve issues involving Microsoft Teams, SharePoint Online, OneDrive for Business, Microsoft 365 Apps and instant messaging and presence services.

Partner with regional L1 and L1.5 support teams, providing remote technical guidance, coaching and practical support.

Support Microsoft 365 collaboration workloads, including Planner, Loop, Forms, Bookings, Whiteboard, Stream and the Microsoft Viva suite.

Provide first-level support and triage for Power Apps, Power Automate and Dataverse.

Escalate Power Platform environment strategy, Data Loss Prevention and Centre of Excellence matters to the relevant service leads.

Provide first-level support for Microsoft 365 Copilot, Copilot Chat, Copilot Studio agents and Azure AI services.

Assist users with adoption and common technical issues relating to Microsoft AI services, escalating governance matters where required.

Support external sharing and Guest or B2B access requests, escalating risk and policy decisions to the Security team and appropriate service leads.

Assist with operational Microsoft Purview activities, including Data Loss Prevention, sensitivity labels, retention, eDiscovery and Legal Hold requests.

Monitor Microsoft Service Health and the Message Centre, track roadmap and change notifications, and communicate relevant impacts to support teams and users.

Analyse recurring or complex collaboration issues, identify root causes and coordinate resolution or escalation.

Create and maintain knowledge base articles, how-to guides and standard resolutions to strengthen the capabilities of L1 and L1.5 support teams.

Ensure incidents, service requests and changes are managed in line with ITIL processes, agreed service levels and internal governance requirements.

Maintain complete and accurate records within the IT service management platform.

Coordinate with managed service providers, suppliers and technology vendors to progress and resolve issues.

Identify opportunities to improve the end-user experience, automate repetitive activities and reduce recurring incidents.

Contribute to continuous improvement across Microsoft 365 collaboration and productivity services.

Could This Be You?

You are a practical and customer-focused IT support professional with broad experience across the Microsoft 365 environment. You enjoy investigating technical problems, identifying the underlying cause and guiding others towards a clear resolution.

You’re comfortable working as a technical generalist across multiple collaboration services rather than focusing on only one platform. You can communicate technical information clearly, support regional teams remotely and manage competing priorities across a globally distributed environment.

You work well independently and collaboratively and understand when an issue can be resolved through established support processes and when it requires escalation to a senior engineer, service lead, Security team or external provider.

What You’ll Bring

• Approximately three to five years of practical experience in an IT service desk, desktop support or end-user support role within a Microsoft 365 environment.
• Strong all-round troubleshooting and analytical skills across Microsoft 365 collaboration and productivity services.
• Hands-on experience supporting Microsoft Teams, including chat, meetings, channels, messaging and presence.
• Experience troubleshooting SharePoint Online and OneDrive for Business.
• Familiarity with collaboration tools such as Planner, Forms, Bookings, Whiteboard and Stream.
• Basic familiarity with Power Apps, Power Automate and Microsoft 365 Copilot.
• Experience troubleshooting user accounts, licensing, permissions and access to collaboration services.
• The ability to provide clear remote technical guidance to L1 and L1.5 support teams.
• Working knowledge of IT service management processes, including incident, request and change management.
• Experience working within agreed service levels and maintaining accurate records in an ITSM platform.
• Strong customer service, communication, analytical and problem-solving skills.
• The ability to work independently and manage competing priorities across multiple services.
• The ability to collaborate effectively within a globally dispersed team of internal and external resources.
• Experience working with managed service providers, vendors or outsourced support teams.
• Microsoft 365 Fundamentals certification (MS-900).
• Microsoft 365 Certified: Teams Administrator Associate certification (MS-700) or another collaboration-related Microsoft certification.
• Experience working alongside regional on‑site or desk‑side support teams.
• Exposure to Microsoft Teams or SharePoint administration.
• Exposure to Power Platform, Microsoft Purview or Microsoft 365 Copilot.
• Familiarity with Microsoft Viva, Dataverse, Copilot Studio, Azure AI Foundry or Azure OpenAI services.
• Basic scripting or automation experience, particularly using PowerShell.
• Experience supporting a globally dispersed and remote workforce.

Why Join Nufarm?

At Nufarm, you’ll have the opportunity to support modern workplace technologies within a truly global organisation. You’ll work with regional support teams, senior engineers, service leads, business stakeholders and technology partners while helping employees collaborate effectively through Microsoft 365.

This role offers broad exposure to collaboration, productivity, automation, compliance and emerging AI technologies, along with opportunities to strengthen your technical capabilities and contribute to continuous service improvement.

Nufarm is an equal opportunity employer and values diversity. All employment decisions are based on qualifications, merit and business needs. We are committed to creating an inclusive environment for all employees.