About the Role

As an L2 M365 Support Engineer, you will serve as the escalation point internal IT Helpdesk, delivering advanced troubleshooting, configuration, problem resolution, and operational support.

Responsibilities include:

Microsoft 365 Support

• Troubleshoot issues related to Exchange, Teams, OneDrive, and SharePoint.
• Manage licenses and service feature configurations.
• Investigate authentication, access, and performance issues.
• Monitor service health dashboards and provide workarounds during incidents.
• Escalate tenant‑wide issues or product defects to Microsoft.

Microsoft Entra ID

• Support escalations for user, group, and role management.
• Resolve authentication and authorization issues (SSO, MFA, Conditional Access).
• Troubleshoot enterprise app access and application registration issues.
• Monitor identity security alerts and risky sign‑ins.
• Escalate platform‑level problems to Microsoft when required.

Microsoft Entra Connect

• Manage connector configurations and sync rules (per established design).
• Perform manual/scheduled directory sync operations and resolve sync errors.
• Troubleshoot user, group, and password synchronization issues.
• Support upgrades, configuration changes, and rollback procedures.

Active Directory (On-Premises‑)

• Manage users, groups, OUs, and delegated permissions.
• Maintain and troubleshoot Group Policy (GPO) configurations.
• Resolve authentication, DNS, replication, and trust issues.
• Support domain controller health and availability.

Exchange (Online / On-‑Premises)

• Troubleshoot mail flow, mailbox access, and transport rule issues.
• Manage connectors, alerts, and mailbox configurations.
• Apply Exchange SE cumulative updates quarterly.
• Work with Microsoft on complex incident escalation.

Mimecast & DigiCert (Daily Administration)

• Coordinate with vendor support following SOP.
• Handle policy updates, message tracking, certificate lifecycle monitoring, and security alerts.
• Escalate issues to Mimecast or DigiCert where applicable.

Operational Excellence

• Provide bilingual support in English and Chinese Mandarin
• Document cases, resolutions, and knowledge articles to improve recurring support efficiency.
• Own proactive communication for escalated cases, including status updates and progress reporting.
• Prepare case summary and evidence packs for L3/Microsoft escalations.

Qualifications

• Bilingual in English and Chinese Mandarin
• Hands‑on experience supporting Microsoft 365, including Exchange Online, SharePoint Online, OneDrive, and Teams.
• Strong understanding of Microsoft Entra ID, MFA, SSO, Conditional Access, and identity lifecycle management.
• Knowledge of Active Directory, DNS, GPO, and domain controller operations.
• Familiarity with Microsoft Entra Connect (Azure AD Connect) sync processes.
• Experience with message hygiene or email security platforms (e.g., Mimecast).
• Understanding of certificate lifecycle management (preferred DigiCert experience).
• Ability to troubleshoot complex technical issues methodically and efficiently.
• Strong communication skills and ability to coordinate with multiple teams.
• Ability to work independently while delivering timely, high‑quality results.

Nice-to-Have

• Microsoft certifications (MS‑900, AZ‑104, SC‑300, or equivalent)
• Experience supporting large‑scale enterprise environments
• Familiarity with ITIL practices or structured support frameworks.