Senior Microsoft 365 Escalations Specialist

Penbrothers International

Makati

Hybrid

PHP 469,000 - 781,000

Full time

5 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Penbrothers seeks a Level 2 Support Specialist to deliver advanced technical assistance for Microsoft 365, Active Directory/Azure AD, and hybrid configurations. You will handle escalated Level 1 tickets, collaborate with global CX and Product/Engineering teams, and drive root-cause resolution while maintaining proactive communication with customers.

The role requires strong troubleshooting skills, deep product knowledge, and the ability to share knowledge through documentation and training.

Qualifications

Strong English communication (written and verbal).
Analytical and problem-solving capabilities; distinguish dev vs config issues.
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 AD Connect.
Hands-on Exchange in on-premises and hybrid environments.
Experience creating clear internal/customer documentation.

Responsibilities

Act as escalation point for Level 1, own tickets to resolution.
Diagnose and resolve advanced Microsoft 365, AD/Azure AD issues.
Differentiate defects vs configuration issues; coordinate with Product/Engineering.
Identify priority issues and help design proactive processes (KBs, training).
Test resolved issues and provide feedback on defects.
Maintain clear customer communications with updates and workarounds.
Develop advanced product knowledge docs and troubleshooting guides.
Build training materials and coach Level 1 team on complex topics.