[Job ID: 1613363]
◆Title:
M365 IT Support Engineer (Japanese Speaking) | 24x7 Support
◆Short Summary
Join a 24x7 IT support desk providing Microsoft 365 and enterprise application support in a multilingual environment.
◆Role Overview:
Our client is a global organisation providing enterprise IT services and technology solutions across an international environment. We are looking for an IT Support Engineer to join a 24x7 support desk, providing operational and technical support for Microsoft 365 (M365) and other enterprise services and applications. The role offers hands-on exposure to M365 administration, incident management, ITSM processes and PowerShell-based operations. You will work closely with internal teams and vendors to resolve issues and maintain a high standard of user support.
◆Key Responsibilities:
Microsoft 365 Support
- Respond to user enquiries related to Microsoft 365 incidents, perform initial troubleshooting and escalate issues where required.
- Manage user accounts, permissions and configuration changes within M365 environments.
- Perform M365 operational tasks using PowerShell, including configuration checks, administrative tasks and routine operation automation.
- Create and manage support tickets while maintaining accurate documentation using ITSM tools.
- Coordinate with internal teams and vendors to resolve incidents and track progress.
- Create and maintain knowledge base articles, procedures and FAQs.
Enterprise Services & Applications Support
- Handle incidents and user enquiries for other enterprise services and custom-developed applications.
- Perform initial troubleshooting and escalate issues to the appropriate teams.
- Create and manage tickets and document support activities using ITSM tools.
- Coordinate with internal teams and vendors to ensure timely issue resolution and progress tracking.
- Create and maintain knowledge base articles, procedures and FAQs.
- Perform any other ad-hoc duties assigned.
◆Requirements:
[Must Have]
- 2-5 years of experience in a helpdesk, service desk or IT support role.
- Basic knowledge and operational understanding of Microsoft 365.
- Ability to communicate in Japanese and English, including reading, writing and conversation, for handling user enquiries and coordinating with Japanese-speaking and English-speaking users and stakeholders.
- Willingness to work on a shift schedule, including night and weekend shifts.
- Willingness to work approximately 1-2 night shifts per month.
- Willingness to work a 5-day workweek from Monday to Sunday, with 2 days off per week Saturdays and Sundays are not always designated as rest days.
- Willingness to work 7:00 PM-7:00 AM shifts, with 8 working hours per shift.
[Good to Have]
- Experience using PowerShell for system administration or IT operations.
- Experience using ITSM tools such as ServiceNow, Zendesk or Dynamics 365.
- Operational experience with Microsoft 365 services such as Exchange Online, Teams, SharePoint, OneDrive or Entra ID.
- Experience working in a global IT support environment.
- Ability to handle user enquiries in Chinese would be advantageous for supporting Chinese-speaking users.
◆What the Company Offers / Career Opportunity:
- Gain hands-on experience supporting Microsoft 365 within a 24x7 enterprise IT support environment.
- Develop practical expertise across M365 administration, incident management, ITSM and PowerShell-based operations.
- Work with internal teams and external vendors in a global support environment.
- Broaden your technical exposure through support for both M365 and other enterprise services and applications.
- Build a strong foundation for further career development in IT infrastructure, cloud operations, service desk or technical support.
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