L2 M365 Support Engineer, Bilingual Mandarin & English

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.