Enterprise M365 Level 1 Support Specialist - Hybrid

Penbrothers International; Makati; Híbrido; PHP 424.000 - 737.000; Jornada completa

Descripción de la vacante

Penbrothers International is seeking a Level 1 Support Specialist focused on the Microsoft 365 ecosystem. You will be the front-line contact across email, calls, Live Chat, and Teams, triaging and resolving Level 1 issues, while maintaining proactive updates for customers.

The role involves hybrid work at The Enterprise Center, Ayala, Makati City, with a shifting schedule across EMEA, US, and APAC time zones, including weekend coverage. 2+ years of enterprise M365 support experience is preferred.

Formación

• 2+ years of enterprise Microsoft 365 support experience
• Experience with cloud SaaS, MSP, or global IT services
• Strong diagnostic and analytical capabilities
• Experience with ITSM tools (Zendesk, ServiceNow, Jira)

Responsabilidades

• Frontline M365 triage & support across email, calls, Live Chat, and Teams
• Maintain clear, proactive customer communication on troubleshooting progress
• Log, categorize, and manage tickets in Zendesk per SLAs
• Triage incidents to distinguish defects from tenant misconfigurations
• Escalate and perform root cause analysis for product defects
• Investigate identity and hybrid directory sync issues across Entra ID/Azure AD
• Administer Exchange Online mail flows and Shared Mailboxes
• Update knowledge base and troubleshooting guides for self-service and team efficiency

Conocimientos

Fluent English (written & spoken)

Strong customer service skills

Analytical problem solving

Ticketing & SLA management

Herramientas

Zendesk

Exchange Online

Microsoft Entra ID / Azure AD

Active Directory

Microsoft Teams

Descripción del empleo

Penbrothers International is seeking a Level 1 Support Specialist focused on the Microsoft 365 ecosystem. You will be the front-line contact across email, calls, Live Chat, and Teams, triaging and resolving Level 1 issues, while maintaining proactive updates for customers.

The role involves hybrid work at The Enterprise Center, Ayala, Makati City, with a shifting schedule across EMEA, US, and APAC time zones, including weekend coverage. 2+ years of enterprise M365 support experience is preferred.