L3 Support Specialist (MS 365)

Job Description

About the Role

This role requires strong troubleshooting skills, deep product and M365 knowledge, and a passion for improving processes and sharing knowledge.

• Act as an SME or Team Lead, owning complex or high-priority tickets through to resolution.
• Diagnose and resolve advanced technical issues involving Microsoft 365 (cloud and hybrid), Active Directory/Azure AD, and CoreView configuration scenarios.
• Differentiate between product defects, configuration issues, and usage questions, and work closely with Product and Development teams on confirmed defects.
• Identify and escalate priority issues, and help design and implement proactive processes to prevent recurrence (e.g., KB updates, training).
• Assist in testing resolved issues and bug fixes prior to release, providing feedback to Product and Engineering.
• Maintain ongoing, clear communication with customers on complex issues, including interim updates, workarounds, and next steps.
• Develop and maintain advanced product knowledge resources/documentation such as in-depth How To guides, troubleshooting playbooks, and user manual updates.
• Occasionally build training materials and coach the support team to ensure consistent, high-quality service on more complex topics.
• Adhere to the organization's information security policy and requirements, including incident reporting, access controls, and secure handling of customer information.
• Provide guidance and informal mentoring to Level 2 team members on complex technical topics and best practices.

• Proficient in English (written and verbal).
• Strong analytical and problem-solving skills, with proven experience distinguishing development issues from configuration/support issues.
• Solid experience with service management tools (e.g., Freshdesk, Zendesk, ServiceNow, or similar) and ITIL-oriented practices.
• Advanced knowledge of Microsoft 365 services across cloud-only and hybrid infrastructures (e.g., Exchange Online/On-Prem, SharePoint, Teams, Entra ID/Azure AD).
• Strong knowledge of Active Directory, Azure Active Directory, and synchronization processes (e.g., Microsoft AD Connect).
• Hands-on experience with management tasks in Microsoft Exchange in on-premises and hybrid environments.
• Experience creating clear internal and customer-facing documentation for complex technical topics.
• Experience collaborating with Product/Engineering teams on escalations, bug reports, and feature clarifications is a plus.
• Project management skills and experience leading small initiatives (e.g., tooling improvements, documentation projects, training rollouts) are a plus.
• Amenable to work 3x a week onsite in Mandaluyong