M365 Junior Second-Line Support Engineer (Chinese & English Must Required)Assist the first-line support team in handling more complex M365 technical issues, ensuring timely and effective resolution of customer problems.Provide basic support for services such as Exchange Online, SharePoint Online, Teams, OneDrive for Business, etc.Handle user M650 and Azure permission requests.Problem Diagnosis and Troubleshooting:Use basic troubleshooting methods and technical tools to identify and resolve issues encountered by customers.When necessary, escalate unresolved issues to the advanced support team and provide detailed background information and actions already taken.Customer Communication:Interact with customers via phone, email, or online chat, providing clear and easy-to-understand technical guidance.Record customer service cases to ensure all interactions are well-documented for follow-up and support.Knowledge Accumulation and Sharing:Continuously learn and master new features and technical updates of M365, staying up-to-date with product developments.Share problem-solving experiences and best practices with team members to help enhance the overall team capability.Process Adherence:Follow company-established support processes and Service Level Agreements (SLAs) to ensure an efficient workflow.Participate in internal meetings and training, continuously improving personal skills and workflows.Job RequirementsMust Required Language Skills:Good written and spoken English and Chinese, capable of conducting basic technical communication.Technical Background:Have a solid understanding of IT fundamentals, with experience in Azure technical support, especially with Windows operating systems and Office applications.Certification:While not mandatory, having relevant Microsoft certifications will be an advantage.Soft Skills:Strong customer service orientation, teamwork spirit, and a strong willingness to learn.Experience:At least one year of experience in IT support.#J-18808-Ljbffr