About Role

We are looking for a versatile Support Specialist to provide high-level assistance across our product ecosystem and internal device management. This is a role that blends traditional customer support (billing, shipping, and software troubleshooting) with technical systems administration.The ideal candidate is a problem-solver who can navigate a complex SaaS environment and feels comfortable managing enterprise-level tools like Microsoft Intune and Entra ID.

Core Responsibilities

Product & Software Support

• Application Troubleshooting: Act as the first point of contact for users experiencing software bugs or technical queries; escalate to engineering via Jira when necessary.
• Transactional Support: Resolve issues related to product purchases, billing discrepancies, and invoice generation.
• Logistics Coordination: Track and resolve shipment issues to ensure timely delivery of physical goods or hardware.

Device & Access Management

• Endpoint Management: Utilize Microsoft Intune Admin Center to enroll, manage, and secure company devices and applications.
• Identity & Access: Manage user identities within Microsoft Entra Admin Center, including the configuration and troubleshooting of Single Sign-On (SSO).
• Compliance: Ensure all managed devices meet security baselines and organizational policies.

Documentation & Knowledge Management

• Create and update Zendesk KB articles and internal user guides based on recurring support trends.
• Maintain an accurate register of hardware and software access permissions. Technical Requirements
• Microsoft Ecosystem: Hands-on experience with Microsoft Intune (MDM/MAM) and Microsoft Entra ID (formerly Azure AD).
• Identity Management: A conceptual understanding of SSO, OAuth, and user provisioning.
• SaaS Tools: Proficiency in Zendesk (or similar ticketing systems)
• Administrative Skills: High attention to detail regarding financial documentation (invoices) and logistical tracking.

Key Tasks

• Administer and manage the Microsoft 365 tenant (Exchange, Teams, SharePoint, Entra ID)
• Create and manage staff and student accounts, permissions, and access
• Oversee licensing and subscription management
• Provide helpdesk and end-user support for Microsoft 365 services
• Monitor and respond to security alerts, phishing incidents, and threats
• Manage email security including DKIM, DMARC, and spam fi ltering
• Implement and maintain security policies and conditional access controls
• Support endpoint and device security (e.g., Intune where applicable)
• Design, build, and manage device deployments using Microsoft Intune (Autopilot), including confi guration profi les, compliance policies, and application deployment
• Package, deploy, and manage applications via Intune, ensuring secure and effi cient rollout to users and devices
• Troubleshoot issues such as email delivery, login problems, and service disruptions
• Monitor system performance and respond to incidents based on priority levels
• Liaise with Microsoft support and external providers where required
• Maintain clear documentation and reporting
• Audit, Recommend and implement continuous improvements and new features
• Proven experience administering Microsoft 365 environments

Desired Skills & Qualities

• Basic understanding of software systems, troubleshooting tools, and support processes.
• Strong problem-solving skills and attention to detail.
• Fluent professional English (written & spoken).
• Ability to explain technical concepts clearly to non-technical users.
• Customer-focused mindset with patience and empathy.
• Willingness to learn and adapt to new technologies.
• Effective time management and task prioritization.
• Ability to coordinate with technical and operational teams to resolve issues.

Strong knowledge of:

• Exchange Online
• SharePoint Online
• Microsoft Entra ID (Azure AD)
• Microsoft Intune
• Microsoft Defender

 

• Experience in user management and licensing
• Experience supporting users in a helpdesk or IT support role
• Understanding of Microsoft 365 security and compliance tools
• Microsoft Intune / Endpoint Manager, including device builds, Autopilot provisioning, confi guration profi les, and application deployment
• Experience with email authentication (DKIM, DMARC, SPF)
• Experience in an education or multi-user environment

  Benefits

• A clear career path, strong leadership, and an open work environment where you will be challenged, respected, and valued by your merits.
• Working in an agile work environment.
• A friendly, competitive, flexible, and creative working environment with foreign managers.
• A fantastic work-life balance – you will get Saturday and Sunday off.
• Paid leave, sick leave, education leave, paternity leave, maternity leave, and menstruation leave for females.
• Employees Provident Fund, Accidental and Medical Insurance including family member
• An equal opportunity workplace that values diversity and does not discriminate.
• High level of responsibility and excellent career possibilities.
• Training on new technologies and skill sets.
• High-end system to work on.
• Challenging projects with flexibility to work remotely.
• Competitive salary.
• Futsal every Friday and a table tennis board in the office.
• Office Timing: 1pm - 10pm (including 1 hour Lunch Break).