L1 Support Specialist (Microsoft 365)

Penbrothers; Makati; Hybrid; PHP 424,000 - 737,000; Full time

Job summary

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.

Qualifications

• 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)

Responsibilities

• 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

Skills

Fluent English (written & spoken)

Strong customer service skills

Analytical problem solving

Ticketing & SLA management

Tools

Zendesk

Exchange Online

Microsoft Entra ID / Azure AD

Active Directory

Microsoft Teams

Job description

As a Level 1 Support Specialist, you will provide front-line technical support focused exclusively on the Microsoft 365 ecosystem. Working closely with our global Customer Experience team, you will be the first point of contact for customers, handling basic Microsoft 365-related issues, troubleshooting common concerns, escalating complex cases when needed, and keeping customers informed throughout the process. Collaboration, teamwork, a strong sense of ownership, excellent communication, and customer service skills are essential to this role.

Work Set-up: Hybrid (3x a week onsite) — The Enterprise Center, Ayala, Makati City

Work Schedule: Shifting schedule across multiple time zones (EMEA, US, APAC) with rotating weekend coverage

Duties and Responsibilities:

• Frontline M365 Triage & Support: Serve as the initial point of contact across email, calls, Live Chat, and Teams to troubleshoot, triage, and resolve Level 1 issues across the Microsoft 365 ecosystem.
• Customer Communication: Maintain clear, proactive, and timely updates with customers regarding technical troubleshooting progress and ticket statuses.
• Ticket & SLA Management: Log, categorize, prioritize, and manage support tickets in Zendesk according to established operational procedures and SLA guidelines.
• SaaS Defect & Configuration Diagnostics: Triage incoming customer incidents to isolate upstream SaaS platform defects/UI bugs from tenant misconfigurations, endpoint errors, or licensing limitations using diagnostic tools and log analysis.
• Escalation & Root Cause Analysis: Gather structured diagnostic data—including reproduction steps, error logs, and impact scope to route verified product defects to Tier-2/Development teams while independently resolving configuration and usage issues.
• Hybrid Identity & Directory Synchronization: Investigate and troubleshoot user identity, group membership, and access incidents spanning on-premises Active Directory and Microsoft Entra ID (Azure AD), ensuring proper synchronization flow, object provisioning, and cloud license evaluation.
• Exchange Online Administration: Administer and troubleshoot messaging workloads across Exchange Online, resolving access, delegation, and mail flow issues across Shared Mailboxes, Distribution Lists, and Microsoft 365 Groups.
• Mail Flow Diagnostics: Analyze bounce-back notifications (NDRs), delivery restrictions, and message traces in the Exchange Admin Center to resolve internal and external delivery failures.
• Knowledge Base Maintenance: Update technical documentation, FAQs, troubleshooting guides, and knowledge base articles to support self-service and team efficiency.

Qualifications, Skills & Experience:

• Experience: 2+ years of technical support experience supporting enterprise Microsoft 365 environments within a cloud SaaS, MSP, or global IT services setting.
• Communication & Soft Skills: Fluent English proficiency (written and verbal) with the ability to clearly translate complex technical concepts for non-technical users and maintain composure during high-volume or escalated scenarios.
• Diagnostic & Analytical Capabilities: Proven ability to differentiate application/platform defects from tenant-side configuration issues, permission mismatches, or local endpoint errors through methodical root-cause analysis.
• Microsoft 365 & Exchange Online Administration: Practical, hands-on administration of Exchange Online, including message tracing, non-delivery report (NDR) analysis, mail flow rules, and managing Shared Mailboxes, Distribution Lists, and Microsoft 365 Groups.
• Identity & Hybrid Directory Sync: Working knowledge of Microsoft Entra ID (Azure AD), on-premises Active Directory, and hybrid synchronization architecture (e.g., Entra Connect, sync flow, and cloud-based licensing evaluation).
• ITSM & SLA Execution: Hands-on experience using enterprise ticketing and service management systems (e.g., Zendesk, ServiceNow, Jira, or Similar) to manage, prioritize, and document tickets under defined SLAs.