Cloud & Microsoft 365 Support Engineer - Tier 1

SoftwareONE Deutschland GmbH; Manila, Hinoba-an; On-site; PHP 400,000 - 700,000; Full time

Job summary

SoftwareOne is hiring a Technical Support Engineer Level 1 in Manila, Philippines. You will be the frontline for Enterprise and mid-market customers, handling break/fix, advisory, and service escalations for Microsoft 365, Azure, Intune, and CSP-managed services.

You will work with Tier 2/3 engineers, access Microsoft support channels, and follow internal SOPs to resolve issues while documenting actions clearly for customers.

Qualifications

• AI 900 and Azure 900 certificates are mandatory.
• Customer-facing / escalation handling experience required.
• Previous CSP/MSP experience preferred.

Responsibilities

• Provide first-response support for Microsoft 365, Azure, Intune, and CSP services.
• Own the triage and resolution of Tier 1 incidents or escalate to Tier 2/3 or Microsoft.
• Accurately classify and document case types (break/fix, billing, provisioning, advisory).
• Guide customer IT teams through troubleshooting and standard configurations.

Skills

Customer facing

Escalation handling

CSP/MSP experience

Microsoft 365 knowledge

Education

AI 900 Certificate

Azure 900 Certificate

Job description

SoftwareOne is hiring a Technical Support Engineer Level 1 in Manila, Philippines. You will be the frontline for Enterprise and mid-market customers, handling break/fix, advisory, and service escalations for Microsoft 365, Azure, Intune, and CSP-managed services.

You will work with Tier 2/3 engineers, access Microsoft support channels, and follow internal SOPs to resolve issues while documenting actions clearly for customers.