L2 Microsoft 365 Support Specialist (Hybrid)

Penbrothers International; Makati; Hybride; PHP 670 000 - 1 004 000; Plein temps

Avantages offerts par ce poste

Hybrid work arrangement

Global exposure

Career growth opportunities

Supportive team

Résumé du poste

Penbrothers is seeking a Level 2 Support Specialist to provide advanced technical assistance for Microsoft 365, Active Directory/Azure AD, and hybrid configurations. You will handle escalations from Level 1, collaborate with global CX and Product/Engineering teams, and drive root-cause resolution for complex scenarios.

The role requires strong troubleshooting skills, deep MS 365 knowledge, and a proactive approach to process improvement.

Qualifications

• Strong analytical and problem-solving skills for complex Microsoft 365 scenarios.
• Proficient in English (written and verbal) with clear communication.
• Experience with ITIL practices and service-management tools.

Responsabilités

• Act as an escalation point for Level 1 support, owning complex tickets through to resolution.
• Diagnose and resolve advanced Microsoft 365 (cloud and hybrid) issues including AD/Azure AD configurations.
• Differentiate defects from configuration issues and collaborate with Product/Engineering on defects.
• Identify priority issues and help design proactive processes (KBs, training).
• Test resolved issues and provide feedback to Product/Engineering prior to release.

Connaissances

English Proficiency

Analytical Skills

Troubleshooting

ITIL Knowledge

Outils

Freshdesk

Zendesk

ServiceNow

M365 Admin Tools

Description du poste

Penbrothers is seeking a Level 2 Support Specialist to provide advanced technical assistance for Microsoft 365, Active Directory/Azure AD, and hybrid configurations. You will handle escalations from Level 1, collaborate with global CX and Product/Engineering teams, and drive root-cause resolution for complex scenarios.

The role requires strong troubleshooting skills, deep MS 365 knowledge, and a proactive approach to process improvement.