Job Function: Services Why SoftwareOne?:
SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.
Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.
Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.
The role:
Are you passionate about helping customers get the most from Microsoft 365 and modern workplace technologies?
Do you enjoy troubleshooting complex cloud issues and delivering exceptional customer experiences?
Are you excited by the opportunity to work with enterprise customers while building your expertise across Microsoft cloud services?
At SoftwareOne, we help organizations unlock the value of cloud and software solutions through expert support, consulting, and managed services. We are looking for a Microsoft 365 Support Engineer (Japanese Speaking) to provide technical support and incident resolution for enterprise customers using Microsoft 365 services while delivering an outstanding customer experience.
As a Microsoft 365 Support Engineer, you will be responsible for investigating, troubleshooting, and resolving technical issues across the Microsoft Modern Workplace ecosystem. Working closely with customers, Customer Success Managers, Microsoft support teams, and technical specialists, you will help restore services, resolve incidents, and ensure customers receive timely, high-quality support.
You will be responsible for
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Providing Level 1 and Level 2 support for Microsoft 365 services, managing incidents, service requests, and customer inquiries.
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Troubleshooting issues across Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, Microsoft Entra ID, and related Microsoft 365 workloads.
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Investigating authentication, identity, access management, and hybrid connectivity challenges while identifying and resolving root causes.
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Collaborating with Microsoft Support and internal technical teams to manage escalations and drive issues through to resolution.
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Maintaining accurate case documentation, knowledge articles, and technical records while meeting agreed service levels.
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Delivering clear and proactive customer communication, ensuring a positive support experience and high customer satisfaction.
What we need to see from you:
- Eligibility to work full-time in Japan, with professional proficiency in Japanese (written and spoken) and English communication skills appropriate to the requirements of the role.
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Experience supporting Microsoft 365, Office 365, or enterprise cloud environments in a customer-facing technical role.
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Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues across Microsoft cloud technologies.
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Knowledge of Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Entra ID.
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Understanding of identity, authentication, Active Directory, and hybrid cloud environments.
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Familiarity with IT service management principles and customer support best practices.
