L2 Support Specialist (Microsoft 365) - Remote in Bali

Join Penbrothers, a dynamic and innovative company at the forefront of digital transformation, as our next Level 2 Support Specialist (Microsoft 365)! Based in the stunning island of Bali, you’ll be part of a remote-first team dedicated to delivering exceptional customer service and technical support for Microsoft 365 products. In this role, you’ll be the go-to expert for troubleshooting and resolving complex technical issues, ensuring our clients' systems run smoothly and efficiently.

As a Level 2 Support Specialist at Penbrothers, you’ll work closely with our clients to understand their unique needs and provide tailored solutions. You’ll leverage your deep knowledge of Microsoft 365, including Exchange Online, SharePoint Online, and Teams, to diagnose and resolve technical problems, and you’ll document your processes to ensure continuous improvement.

📋 Tanggung Jawab Pekerjaan

• Provide Level 2 technical support for Microsoft 365 products, including Exchange Online, SharePoint Online, and Teams.
• Troubleshoot and resolve complex technical issues, ensuring minimal downtime and maximum productivity for our clients.
• Collaborate with clients to understand their unique needs and provide tailored solutions.
• Document troubleshooting processes and create knowledge base articles to share best practices and solutions.
• Monitor system performance and proactively identify potential issues before they impact our clients.
• Stay up-to-date with the latest Microsoft 365 features, updates, and best practices.
• Participate in on-call support to address urgent issues and provide immediate assistance.
• Contribute to team meetings and knowledge-sharing sessions to foster a collaborative and supportive work environment.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in Level 2 technical support, preferably in a Microsoft 365 environment.
• In-depth knowledge of Microsoft 365 products, including Exchange Online, SharePoint Online, and Teams.
• Strong problem-solving skills and the ability to think critically and creatively.
• Excellent communication and interpersonal skills, with the ability to work effectively with clients and team members.
• Proficiency in English, both written and spoken.
• Familiarity with ITIL or similar service management frameworks.
• Certification in Microsoft 365 (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate) is a plus.

🛠️ Keahlian

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