MS 365 L1 Support Specialist – Global Helpdesk (Hybrid)

Penbrothers International; Makati; Hybride; PHP 391 000 - 614 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Global reach & local impact

Powering global startups

Résumé du poste

Penbrothers International partners with a Microsoft 365-focused client to deliver frontline Level 1 support across email, live chat, and collaboration tools. You’ll triage issues, log tickets, and escalate where needed, while keeping customers informed and aligned with defined procedures.

The role sits in a hybrid setup in Makati, with 3 onsite days weekly, supporting global time zones from EMEA, US, and APAC. Fluency in English and a service mindset are essential.

Qualifications

• Proficient in English (written and verbal).
• Strong customer-service mindset and communication skills, with the ability to explain technical information in a clear, non-technical way.
• Demonstrated problem-solving abilities and willingness to learn how to differentiate development issues from support issues.
• Experience using service management tools (e.g., Freshdesk, Zendesk, ServiceNow, or similar).
• Basic to intermediate proficiency in Microsoft 365 (e.g., Exchange Online, Teams, SharePoint, Entra ID/Azure AD) and willingness to deepen this knowledge.
• Ability to follow documented procedures and contribute feedback to improve them.
• Proficiency in creating simple internal and customer-facing documentation is a plus.
• Basic knowledge of Active Directory/Azure Active Directory and hybrid environments is a plus.

Responsabilités

• Serve as the first point of contact for customers across email, Live Chat, Teams, and other channels to triage and resolve issues.
• Deliver Level 1 support by reviewing customer queries, following defined procedures, and working diligently toward timely and satisfactory resolution.
• Accurately log, categorize, and prioritize tickets according to established guidelines.
• Identify issues that require deeper technical investigation and escalating them to Level 2 or Development following documented escalation paths.
• Maintain clear and ongoing communication with clients regarding their requests and ticket status.
• Assist in testing resolved issues before release.
• Contribute to product knowledge resources/documentation such as FAQs, “How To” guides, and troubleshooting tips.
• Adhere to the organization's information security policy and requirements, including incident reporting, access controls, and secure handling of customer information.

Connaissances

English communication

Customer service

Problem solving

Documentation writing

Outils

Freshdesk

Zendesk

ServiceNow

Description du poste

Penbrothers International partners with a Microsoft 365-focused client to deliver frontline Level 1 support across email, live chat, and collaboration tools. You’ll triage issues, log tickets, and escalate where needed, while keeping customers informed and aligned with defined procedures.

The role sits in a hybrid setup in Makati, with 3 onsite days weekly, supporting global time zones from EMEA, US, and APAC. Fluency in English and a service mindset are essential.