Japanese/English Bilingual Microsoft Cloud Support

Are you passionate about helping customers get the most from Microsoft 365 and modern workplace technologies?

Do you enjoy troubleshooting complex cloud issues and delivering exceptional customer experiences?

Are you excited by the opportunity to work with enterprise customers while building your expertise across Microsoft cloud services?

At SoftwareOne, we help organizations unlock the value of cloud and software solutions through expert support, consulting, and managed services. We are looking for a Microsoft 365 Support Engineer (Japanese Speaking) to provide technical support and incident resolution for enterprise customers using Microsoft 365 services while delivering an outstanding customer experience.

As a Microsoft 365 Support Engineer, you will be responsible for investigating, troubleshooting, and resolving technical issues across the Microsoft Modern Workplace ecosystem. Working closely with customers, Customer Success Managers, Microsoft support teams, and technical specialists, you will help restore services, resolve incidents, and ensure customers receive timely, high-quality support.

You will be responsible for

• Providing Level 1 and Level 2 support for Microsoft 365 services, managing incidents, service requests, and customer inquiries.
• Troubleshooting issues across Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, Microsoft Entra ID, and related Microsoft 365 workloads.
• Investigating authentication, identity, access management, and hybrid connectivity challenges while identifying and resolving root causes.
• Collaborating with Microsoft Support and internal technical teams to manage escalations and drive issues through to resolution.
• Maintaining accurate case documentation, knowledge articles, and technical records while meeting agreed service levels.
• Delivering clear and proactive customer communication, ensuring a positive support experience and high customer satisfaction.