L2 M365 Support Engineer, Bilingual Mandarin and English

About AvePoint
Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint’s global channel partner program includes approximately 5,000 managed service providers, value-added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit www.avepoint.com.

About the Role
As an M365 L2 Support Engineer, you will serve as the escalation point internal IT Helpdesk, delivering advanced troubleshooting, configuration, problem resolution, and operational support. Responsibilities include:

Microsoft 365 Support

• Troubleshoot issues related to Exchange, Teams, OneDrive, and SharePoint.

• Manage licenses and service feature configurations.

• Investigate authentication, access, and performance issues.

• Monitor service health dashboards and provide workarounds during incidents.

• Escalate tenant‑wide issues or product defects to Microsoft.

Microsoft Entra ID

• Support escalations for user, group, and role management.

• Resolve authentication and authorization issues (SSO, MFA, Conditional Access).

• Troubleshoot enterprise app access and application registration issues.

• Monitor identity security alerts and risky sign‑ins.

• Escalate platform‑level problems to Microsoft when required.

Microsoft Entra Connect

• Manage connector configurations and sync rules (per established design).

• Perform manual/scheduled directory sync operations and resolve sync errors.

• Troubleshoot user, group, and password synchronization issues.

• Support upgrades, configuration changes, and rollback procedures.

Active Directory (On-Premises‑)

• Manage users, groups, OUs, and delegated permissions.

• Maintain and troubleshoot Group Policy (GPO) configurations.

• Resolve authentication, DNS, replication, and trust issues.

• Support domain controller health and availability.

Exchange (Online / On-‑Premises)

• Troubleshoot mail flow, mailbox access, and transport rule issues.

• Manage connectors, alerts, and mailbox configurations.

• Apply Exchange SE cumulative updates quarterly.

• Work with Microsoft on complex incident escalation.

Mimecast & DigiCert (Daily Administration)

• Coordinate with vendor support following SOP.

• Handle policy updates, message tracking, certificate lifecycle monitoring, and security alerts.

• Escalate issues to Mimecast or DigiCert where applicable.

Operational Excellence

• Provide bilingual support in English and Chinese Mandarin

• Document cases, resolutions, and knowledge articles to improve recurring support efficiency.

• Own proactive communication for escalated cases, including status updates and progress reporting.

• Prepare case summary and evidence packs for L3/Microsoft escalations.

What You’ll Need to Succeed

Required Skills & Experience

• Bilingual in English and Chinese Mandarin

• Hands‑on experience supporting Microsoft 365, including Exchange Online, SharePoint Online, OneDrive, and Teams.

• Strong understanding of Microsoft Entra ID, MFA, SSO, Conditional Access, and identity lifecycle management.

• Knowledge of Active Directory, DNS, GPO, and domain controller operations.

• Familiarity with Microsoft Entra Connect (Azure AD Connect) sync processes.

• Experience with message hygiene or email security platforms (e.g., Mimecast).

• Understanding of certificate lifecycle management (preferred DigiCert experience).

• Ability to troubleshoot complex technical issues methodically and efficiently.

• Strong communication skills and ability to coordinate with multiple teams.

• Ability to work independently while delivering timely, high‑quality results.

Nice-to-Have:

• Microsoft certifications (MS‑900, AZ‑104, SC‑300, or equivalent).

• Experience supporting large‑scale enterprise environments.

• Familiarity with ITIL practices or structured support frameworks

What’s in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)

• Group life insurance (upon regularization)

• Paid annual and sick leaves (convertible into cash)

• Paid compassionate leave (5 days)

• Employee Dedication Award (years of service)

• Employee Referral Bonus Program

• Promoting diversity and inclusion

• Business Travel Opportunity (Top Performers)

• Hybrid Working Arrangement

• Competitive compensation package,

• Performance bonuses/incentives

• Career growth & advancement opportunities

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.

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