Level 1 Office 365 Helpdesk Support Technician

Remote Employee BPO has an outstanding opportunity for you!

Role: Level 1 Office 365 Helpdesk Support Technician (US-based client)

Compensation: Competitive Basic Salary

Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, Night Differential (If applicable).

Work Schedule: Sunday to Thursday, 12:00 nn to 9:00 pm Philippine Time with a one-hour lunch break

Work Setup: Permanent Work-from-Home



Job Summary

We are seeking an experienced, customer-focused Level 1 Office 365 Helpdesk Support Technician to provide remote technical assistance to end users.

The technician will serve as the first point of contact for incoming IT support requests, primarily troubleshooting Microsoft 365 applications, user account access, authentication issues, and basic endpoint connectivity.

The ideal candidate has hands-on experience supporting Microsoft 365 environments, excellent English communication skills, and the ability to independently resolve common technical issues while escalating complex requests to higher-level support teams.

Key Responsibilities

1. First-Line Technical Support

• Provide remote technical assistance through phone, email, chat, and ticketing platforms.
• Troubleshoot and resolve common end-user hardware, software, and connectivity issues.
• Deliver timely, professional support while maintaining service-level expectations.

2. Microsoft 365 Administration & Support

• Perform password resets, account unlocks, basic user provisioning, and license administration.
• Troubleshoot Exchange Online and Outlook issues, including email access, Outlook profiles, shared mailboxes, calendar permissions, and mobile email configurations.
• Provide support for Microsoft Teams, OneDrive, and SharePoint.
• Assist users with common Microsoft 365 application errors and access issues.

3. Identity, Authentication & Security

• Support Microsoft Entra ID (Azure Active Directory) and Active Directory user account management.
• Assist with Multi-Factor Authentication (MFA) enrollment, resets, and authenticator app troubleshooting.
• Respond to basic security and phishing-related inquiries, following established escalation protocols.

4. Endpoint & Network Troubleshooting

• Troubleshoot Windows operating systems, web browsers, and basic workstation issues.
• Assist with printer connectivity, VPN access, Wi-Fi issues, and general network connectivity.
• Apply basic TCP/IP, DNS, and DHCP troubleshooting techniques.

5. Ticket Management & Escalation

• Create, categorize, prioritize, and update incidents and service requests.
• Utilize ticketing platforms such as ServiceNow, Jira, Zendesk, or similar tools.
• Document troubleshooting steps, resolutions, and user communications.
• Escalate unresolved or complex technical issues to Tier 2/3 support teams.

Required Qualifications

• Minimum 1–2 years of experience in an IT Helpdesk, Service Desk, or technical support role.
• Hands-on experience supporting Microsoft 365 applications and services.
• Working knowledge of Exchange Online, Outlook, Teams, OneDrive, and SharePoint.
• Experience with Active Directory and/or Microsoft Entra ID.
• Familiarity with MFA troubleshooting and user account administration.
• Basic Windows OS, networking, VPN, and printer troubleshooting experience.
• Experience with IT service management or ticketing systems.
• Strong verbal and written English communication skills.
• Excellent customer service, problem-solving, and documentation abilities.
• Ability to work independently in a remote environment.

Preferred Qualifications

• Previous experience supporting US-based or international end users.
• Experience in an MSP or outsourced IT service desk environment.
• Familiarity with Microsoft Intune and remote desktop support tools.
• Microsoft 365 Fundamentals (MS-900), CompTIA A+, or similar IT certifications.
• Familiarity with ITIL principles and SLA-driven support environments