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Qualification:

1. At least 3 ~ 5 years of M365 supporting experience in a professional environment or equivalent.
2. Bachelor’s degree or higher in Computer Science, Information System, or related field. An equivalent combination of education and experience is acceptable.
3. Ability to communicate to technical and non-technical staff in verbal/written form in English. Must be proficient in both Chinese and English.
4. Understanding of general IT hardware and software, including but not limited to Windows devices, macOS devices, iPhone, iPad, video conferencing equipment, network hardware, servers, Adobe software, etc.
5. Good understanding of IT asset lifecycle management processes and IT asset physical inventory audit.
6. Understanding of ITIL fundation to better cooperate with other skill teams.
7. Experience with various end user computing technologies and services, including but not limited to ServiceNow, Comanagement, Apple Business Manager, etc.
8. Ability to participate in on-call rotations that include after-hours and weekend and holiday support.
9. Detailed oriented, responsible, proactive, self-motivated, process minded, customer oriented, analytical thinking and problem solving.
10. Strong organization skills with the ability to effectively prioritize and execute multitasking.
11. Ability to work under pressure and tight deadlines and can take ownership and accountability.
12. Ability to work effectively in a team environment as well as independently.
13. Certification in ITIL, ISO 2000 or PMP would be advantageous.

Job Description:

a. Core Support: Handles escalated day-to-day issues and routine administrative tasks beyond the scope of Level 1 support.
1. Troubleshoot user issues related to sign-in, MFA, Microsoft Teams, Outlook, and OneDrive that require deeper technical resolution.
2. Log, manage, and update incidents and service requests in Customer’s ITSM system (e.g., ServiceNow), ensuring accurate and complete documentation.
3. Perform user and group permission management, mailbox configuration, and license assignments via the Microsoft 365 Admin Center.
4. Analyze and classify incidents to determine whether they are product-related, environment-specific, or customization-driven, and escalate as appropriate.

b. Advanced Support: Addresses broader platform issues, conducts diagnostics, and supports cross-functional coordination on business requirements.
1. Resolve complex Microsoft 365 service issues such as mailbox corruption, synchronization failures, SharePoint/Teams access problems, and service performance degradation.
2. Conduct root cause analysis, initiate escalation to Microsoft Unified Support where necessary, and track issue resolution to closure.
3. Administer centralized administrative functions in the Microsoft 365 Admin Center, including access to audit logs, license pools, and shared mailbox configurations.
4. Collaborate with training and business analysis teams to collect and analyze frontline user feedback and evolving business requirements.

c. Specialized Support (Power BI and Training Enablement): Manages Power BI platform operations and contributes to the design and delivery of user training.
1. Configure and maintain Power BI tenant and workspace-level policies across development, sandbox, and production environments.
2. Provision user accounts and permissions, adjust environment settings, and monitor platform capacity and performance.
3. Support the publishing, sharing, and governance of Power BI reports and dashboards, ensuring alignment with internal approval workflows.
4. Monitor service health, respond to incidents, and support Power BI operational reporting and performance analysis.
5. Assist in gathering business requirements to shape training content and develop relevant user scenarios.
6. Support the organization and facilitation of workshops, present training materials, and collect user feedback to enhance training effectiveness.
7. Contribute to post-training reports and maintain knowledge base content to encourage self-service and continuous learning.
d. Support Security Assessment and Test:
1. the supplier shall support the security assessment test conducted by Customer, both periodically and on-demand, including the security functionality re-assessment, source code scan, vulnerability scan, penetration testing. Source code scan applies to customized source code, vulnerability scan and penetration testing apply to systems hosted by Customer.
2. the supplier shall ensure all security functional modifications will go through design review, verification test, and shall update the security deliverable documents accordingly.
3. for any system-related security issues found in the above security activities, the supplier shall fix them within the required timeline and support the retest until accepted by Customer, including vulnerabilities in open-source components if any.

e. Support Security Incident handling:
1. the supplier shall identify and report security anomalies of the system and support the security incident investigation, response, and recovery.
2. the supplier shall fix identified system vulnerabilities within the required timeline and support the retest until accepted by Customer, including vulnerabilities in open-source components if any.