M365 Helpdesk and Concierge Engineer

PERSOL; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A staffing and recruitment agency in Singapore is looking for a Subject Matter Expert to provide first-level IT support for Microsoft 365 environments. The role involves solving issues related to applications and managing user accounts. Candidates should hold a diploma and have at least 2 years of service desk experience. Strong technical skills in supporting various devices and knowledge of Windows OS are essential. Certifications such as Microsoft 365 Certified: Fundamentals are preferred.

Qualifications

• Minimum 2 years of end-user support or service desk experience required.
• Strong technical skills required for desktops, notebooks, tablets, and smartphones.
• Knowledge of Windows OS and M365 ecosystems/applications necessary.

Responsibilities

• Provide support and administration for M365 ecosystems including Office and Outlook.
• Liaise with second-level support on product enhancements.
• Provide first-level troubleshooting and escalate issues as necessary.
• Maintain ownership of cases and ensure timely updates to customers.

Skills

End-user support

Technical skills in desktops and mobile devices

Knowledge of Windows OS

Experience with Active Directory

Education

Diploma

Tools

Microsoft 365

VPN

macOS

Job description

Job Summary

To serve as the subject matter expert (SME) within the service desk team, acting as the go‑to person for a specific product, application, or domain while also providing first level IT support via phone and remote tools. The SME will also support and administer Microsoft 365 (M365) environments, including user account management, mailbox configuration, and issue resolution related to M365 applications and services.

Responsibilities

• Provide support, troubleshooting and administration for M365 ecosystems such as Office, Outlook, Teams, OneDrive, SharePoint, Copilot, Intune etc.
• Liaise with second-level support on product enhancements and train team members.
• Update shared repository with changes in area of focus.
• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting and elevate to resolver groups as required.
• Furnish timely updates to customers on issue status.
• Maintain ownership of cases until closure with accurate documentation.
• Manage customer expectations and elevate unusual surge issues to Team Lead.
• Classify and prioritize incidents, tracking progress and updates.

Essential Qualifications

• Diploma with minimum 2 years of end‑user support or service desk experience.
• Strong technical skills in supporting desktops, notebooks, tablets, and smartphones.
• Knowledge and experience of Windows OS, Active Directory, and M365 ecosystems / applications.

Preferred Attributes

• VPN and macOS support knowledge.
• Good understanding of hardware and peripherals.
• Experience in supporting WiFi and LAN connectivity.
• Familiar with M365 Admin Center (Users, Licenses, Service Health).
• Teams/SharePoint/Exchange Admin Centers.
• Entra ID (Azure AD) – users, sign in logs (read), MFA settings.
• Intune portal – device/app basics.

Professional & Technical Certifications

• Microsoft 365 Certified: Fundamentals (MS 900) (strongly preferred).
• CompTIA A+ (preferred).

Project-specific Responsibilities

• Provide M365‑related incident management and support during transition or migration projects.
• Assist in documentation and knowledge transfer for new M365 deployments, troubleshooting and administration.

Interested candidates, please click “APPLY” to begin your job search journey and submit your CV directly through the official PERSOL jobapplication platform.

We regret to inform you that only shortlisted candidates will be notified.