L2 M365 Support Engineer, Bilingual Mandarin and English

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

About AvePoint
Beyond Secure. AvePoint is the global leader in data security governance and resilience going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25000 customers worldwide rely on the AvePoint Confidence Platform to prepare secure and optimize their critical data across Microsoft Google Salesforce and other collaboration environments. AvePoints global channel partner program includes approximately 5000 managed service providers value-added resellers and systems integrators with our solutions available in more than 100 cloud marketplaces. To learn more visit .

About the Role
As an M365 L2 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 tenantwide 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 signins.
Escalate platformlevel 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.

What Youll Need to Succeed

Required Skills & Experience

Bilingual in English and Chinese Mandarin
Handson 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 highquality results.

Nice-to-Have:

Microsoft certifications (MS900 AZ104 SC300 or equivalent).
Experience supporting largescale enterprise environments.
Familiarity with ITIL practices or structured support frameworks

Whats in it for you

HMO coverage from day 1 of employment (plus 2 free dependents)
Group life insurance (upon regularization)
Paid annual and sick leaves (convertible into cash)
Paid compassionate leave (5 days)
Employee Dedication Award (years of service)
Employee Referral Bonus Program
Promoting diversity and inclusion
Business Travel Opportunity (Top Performers)
Hybrid Working Arrangement
Competitive compensation package
Performance bonuses/incentives
Career growth & advancement opportunities

AvePoint is proud to employ talent from many different backgrounds experiences and identities. We believe that diversity and inclusion drive our success and is at the core of how we hire communicate and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging and we continue to work toward creating a workforce that represents the diversity of our customers and communities.

Required Experience:

About AvePoint Beyond Secure. AvePoint is the global leader in data security governance and resilience going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25000 customers worldwide rely on the AvePoint Confide...