Support Engineer • Mid-Level

Who you are

You have experience in providing technical support for Microsoft 365 services, particularly in troubleshooting issues related to Exchange, Teams, OneDrive, and SharePoint. Your background includes managing licenses and service feature configurations, and you are adept at investigating authentication, access, and performance issues. You are familiar with monitoring service health dashboards and providing workarounds during incidents, ensuring that users have a seamless experience. Your bilingual skills in Mandarin and English allow you to communicate effectively with a diverse range of clients and team members.

You are knowledgeable about Microsoft Entra ID and can handle escalations for user, group, and role management. You have experience resolving authentication and authorization issues, including Single Sign-On (SSO), Multi-Factor Authentication (MFA), and Conditional Access. Your ability to troubleshoot enterprise app access and application registration issues is a key asset, as is your experience in monitoring identity security alerts and risky sign-ins. You are proactive in escalating platform-level problems to ensure timely resolutions.

What you'll do

In your role as an L2 M365 Support Engineer, you will serve as the escalation point for the internal IT Helpdesk, delivering advanced troubleshooting and operational support for Microsoft 365 services. You will be responsible for managing and resolving issues related to Exchange, Teams, OneDrive, and SharePoint, ensuring that all configurations are optimized for performance and security. You will monitor service health dashboards and provide workarounds during incidents, escalating tenant-wide issues or product defects to Microsoft as necessary.

You will also handle escalations for Microsoft Entra ID, focusing on user, group, and role management. Your responsibilities will include resolving authentication and authorization issues, troubleshooting enterprise app access, and monitoring identity security alerts. You will work closely with other IT professionals to ensure that all systems are functioning optimally and that users have the support they need to utilize Microsoft 365 effectively.

What we offer

At AvePoint, we foster an inclusive environment where you can bring your whole self to work. We are committed to creating a workforce that reflects the diversity of our customers and communities. You will have the opportunity to work with a global leader in data security and governance, contributing to solutions that empower organizations to collaborate with confidence. We encourage you to apply even if your experience doesn't match every requirement, as we value curiosity and a growth mindset.