Microsoft 365 L2 Support Specialist – Hybrid & Global Shifts

Penbrothers International; Makati; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Meaningful work & Growth

Employee as our biggest asset

Global reach & local impact

Job summary

Penbrothers is seeking a Level 2 Support Specialist to provide advanced technical assistance for Microsoft 365 in a hybrid setup based in The Enterprise Center, Ayala, Makati City. You will handle escalated Level 1 issues, collaborate with global teams, and drive root-cause resolution for complex scenarios.

The role requires strong troubleshooting, deep MS 365 knowledge, and passion for improving processes; you will also develop knowledge resources and mentor Level 1 staff.

Qualifications

• Proficient in English (written and verbal).
• Strong analytical and problem-solving skills.
• Experience with service management tools (Freshdesk, Zendesk, ServiceNow) and ITIL practices.
• Advanced knowledge of Microsoft 365 services (cloud and hybrid).
• Strong knowledge of Active Directory / Azure AD and synchronization (AD Connect).
• Hands-on Exchange management in on-premises and hybrid environments.

Responsibilities

• Act as an escalation point for Level 1, owning complex tickets to resolution.
• Diagnose and resolve advanced Microsoft 365 issues (cloud and hybrid).
• Differentiate defects vs. configuration issues; coordinate with Product/Engineering on defects.
• Develop proactive processes: KBs, training, playbooks.
• Test resolved issues and provide feedback prior to release.
• Maintain clear communications with customers, including workarounds and next steps.
• Create internal/external documentation for complex topics.

Skills

English proficiency

Analytical problem-solving

ITIL practices

Service management tools

Microsoft 365 knowledge

Active Directory / Azure AD

Exchange on-prem/hybrid

Documentation skills

Tools

Freshdesk

Zendesk

ServiceNow

Job description

Penbrothers is seeking a Level 2 Support Specialist to provide advanced technical assistance for Microsoft 365 in a hybrid setup based in The Enterprise Center, Ayala, Makati City. You will handle escalated Level 1 issues, collaborate with global teams, and drive root-cause resolution for complex scenarios.

The role requires strong troubleshooting, deep MS 365 knowledge, and passion for improving processes; you will also develop knowledge resources and mentor Level 1 staff.