L2 Support Specialist (MS 365) - Pooling

 About Penbrothers 

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

 

About the Client

Our client is the #1 Microsoft 365 management platform for IT teams who are transforming the way they run their Microsoft 365 stack. They deliver a unified approach to configuration management, delegated administration, and automated governance with capabilities far beyond native tools or point products. Organizations of all sizes choose them to command their operations, optimize tasks, refine governance strategies, and empower their workforce.

They empower organizations to achieve more with Microsoft 365. They are proud to be a Microsoft AI Cloud Partner and available in the Azure Marketplace. They are committed to working exclusively with the global network of Microsoft resellers, solution integrators and managed service providers.

 

About the Role

As a pivotal member of our team, the Level 2 Support Specialist plays a crucial role in delivering exceptional front-line customer assistance within a dynamic and technically oriented environment. Collaborating closely with our global Customer Experience team, you will be the first point of contact for customers, triaging and resolving standard issues, and ensuring customers are kept informed. Fostering teamwork, support, and collaboration are at the core of this role.

What You'll Do

• Serve as the first point of contact for customers across email, Live Chat, Teams, and other channels to triage and resolve issues.

• Deliver Level 2 support by reviewing customer queries, following defined procedures, and working diligently toward timely and satisfactory resolution.

• Accurately log, categorize, and prioritize tickets according to established guidelines. 

• Identify issues that require deeper technical investigation and escalate them to Level 3 or Development following documented escalation paths. 

• Maintain clear and ongoing communication with clients regarding their requests and ticket status. 

• Assist in testing resolved issues before release. 

• Contribute to product knowledge resources/documentation such as FAQs, “How To” guides, and troubleshooting tips.

• Adhere to the organization's information security policy and requirements, including incident reporting, access controls, and secure handling of customer information.

 

What You Bring

• Proficient in English (written and verbal)

• Strong customer-service mindset and communication skills, with the ability to explain technical information in a clear, non-technical way.

• Demonstrated problem-solving abilities and willingness to learn how to differentiate development issues from support issues.

• Experience using service management tools (e.g., Freshdesk, Zendesk, ServiceNow, or similar).

• Basic to intermediate proficiency in Microsoft 365 (e.g., Exchange Online, Teams, SharePoint, Entra ID/Azure AD) and willingness to deepen this knowledge.

• Ability to follow documented procedures and contribute feedback to improve them.

• Proficiency in creating simple internal and customer-facing documentation is a plus.

• Basic knowledge of Active Directory/Azure Active Directory and hybrid environments is a plus.

• Amenable to work 3x a week onsite in Mandaluyong 

 

This is a talent pooling opportunity. Qualified candidates will be considered for current and upcoming openings that match their skills and experience.

 

Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

 

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience. 

·   Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home. 

·   Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.