M365 Service Desk Agent

Company Overview

ITCAN PTE LTD, headquartered in Singapore, delivers integrated IT software solutions and services, offering on-site consulting and turnkey projects. It serves clients across Europe, US, Canada, China, Japan, and the Middle East with regional offices in Malaysia, Australia, and Hong Kong.

Job Summary

Provide technical support for Microsoft 365 applications and IT hardware, troubleshoot connectivity and device issues, and deliver excellent customer service in a rotating shift environment requiring security clearance.

Responsibilities

• Troubleshoot and resolve VPN and macOS support issues to ensure secure and reliable connectivity
• Diagnose and repair hardware and peripheral device problems to maintain operational efficiency
• Support WiFi and LAN connectivity to sustain network availability for users
• Manage Microsoft 365 Admin Center tasks including user accounts, licenses, and service health monitoring
• Administer Teams, SharePoint, and Exchange Admin Centers to support collaboration tools
• Monitor Entra ID (Azure AD) user sign-in logs and configure MFA settings for security compliance
• Utilize Intune portal to manage device and application basics for endpoint security
• Provide user support for Microsoft 365 applications such as Outlook, Teams, OneDrive, SharePoint, and Copilot to enhance productivity
• Apply laptop and desktop troubleshooting skills to resolve technical issues promptly
• Deliver excellent customer handling and communication skills to ensure positive user experiences

Required competencies and certifications

• Security clearance to comply with company and client security requirements
• Minimum 1 years of experience as a Service Desk agent supporting IT users and systems

Preferred competencies and qualifications

• Microsoft 365 Certified: Fundamentals (MS 900) certification (strongly preferred)
• CompTIA A+ certification (preferred)