First-line IT support specialist providing Microsoft 365 helpdesk support: troubleshooting incidents, managing user accounts and access, running PowerShell tasks, handling ITSM tickets, and writing knowledge base articles. Requires Japanese, Chinese, and English proficiency, plus rotating shifts including nights and weekends.
Provide first-line support for Microsoft 365-related enquiries, incidents, and service requests.
Perform initial troubleshooting, issue diagnosis, and escalation to relevant support teams when required.
Manage user accounts, access permissions, and configuration changes within Microsoft 365 environments.
Execute operational and administrative tasks using PowerShell, including configuration checks and process automation.
Create, update, and manage support tickets using IT Service Management (ITSM) tools.
Coordinate with internal teams and external vendors to ensure timely issue resolution and service delivery.
Monitor and track incident progress, ensuring updates are communicated to relevant stakeholders.
Develop and maintain knowledge base articles, support procedures, and frequently asked questions.
Provide operational support for enterprise services and internally developed applications.
Document support activities, troubleshooting steps, and resolution outcomes accurately.
Requirements:
2 to 5 years of experience in helpdesk, service desk, or IT support roles.
Proficiency in Japanese language for liaising with Japanese-speaking clients and stakeholders.
Proficiency in Chinese language for liaising with Chinese-speaking clients and stakeholders.
Basic knowledge and operational experience of Microsoft 365 services.
Proficiency in English language for communicating with diverse teams and stakeholders.
Willingness to work on rotating shift schedules, including occasional night and weekend shifts.
Experience with PowerShell for system administration, automation, or operational tasks is an added advantage.
Experience using ITSM tools such as ServiceNow, Zendesk, or Dynamics 365 is an added advantage.
Experience supporting Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID, is an added advantage.
Experience working in a global or multinational support environment is an added advantage.
Strong problem-solving, troubleshooting, and communication skills.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
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EA Personnel Name: Chay Yoke Ting Vanessa (Xie Ruoting) EA Personnel Registration Number: R23115805 EA License No.: 07C5771