Job description for Microsoft 365 Helpdesk (for Japanese Speaker) at PT AICORE NETWORK SOLUTION
About the Role:
AICORE Network Solution is seeking a Japanese-speaking Microsoft 365 Helpdesk to join our team. In this full-time position, you will be responsible for providing Level 1 technical support and assistance to Japanese-speaking clients and users across Microsoft 365 environments. This role plays an important part in ensuring service excellence, maintaining SLA performance, and delivering high-quality technical support within a 24/7 operational environment.
What You'll Be Doing:
- Provide Level 1 Helpdesk support for Microsoft 365 products and services
- Respond to and resolve user inquiries through email, chat, ticketing systems, and phone support
- Escalate unresolved or complex cases to Level 2 Engineers when necessary
- Maintain SLA performance and ensure excellent customer service quality
- Collaborate with internal and cross-functional teams to support timely issue resolution
- Support 24/7 operations through rotating shift schedules, including night shifts and public holiday coverage when required
- Continuously develop technical knowledge of Microsoft 365 and related technologies to provide high-quality support
- Document incidents, service requests, and troubleshooting activities within ticketing systems
- Troubleshoot technical issues related to:
- Microsoft Outlook
- Microsoft Teams
- OneDrive
- SharePoint
- Account and login access
- Licensing
- Azure AD and other Microsoft 365 services
What We're Looking For
Mandatory Qualifications:
- Bachelor's Degree (S1) in Information Technology or related field
- Minimum 1 year of experience in Helpdesk, IT Support, or Microsoft 365 support roles
- Experience using ticketing systems such as ServiceNow, Zendesk, Jira, or similar ITSM tools
- Proficiency in Japanese (JLPT N3 or above preferred) and English communication, both written and verbal
- Strong troubleshooting, communication, and problem-solving skills
- Customer service mindset with commitment to delivering high-quality support
- Willingness to work in a 24/7 shift environment, including night shifts and public holidays
- Practical knowledge of Microsoft 365 products, including:
- Outlook
- Teams
- SharePoint
- OneDrive
- Azure AD
- Basic knowledge of Windows Operating System
Preferred Qualifications:
• Microsoft certification such as MS-900 or Microsoft 365 Fundamentals
• Basic understanding of ITIL practices
• Experience with Microsoft Teams Phone or CCaaS platforms
• Experience working with support KPIs such as ASA, AHT, and FCR
• Chinese language capability (HSK 4+) is an advantage
What We Offer:
At AICORE Network Solution, we are committed to providing a supportive and professional working environment where employees can grow and succeed. We offer competitive compensation, BPJS Health and Employment coverage, professional learning opportunities, and exposure to enterprise Microsoft technologies in a collaborative and international workplace.
About Us
AICORE Network Solution is an IT solutions and managed services company supporting digital transformation initiatives through Microsoft technologies, cloud services, and IT support operations. With a commitment to service excellence and continuous innovation, we strive to deliver reliable and high-quality solutions to our clients and partners.
Apply now and become part of our growing team as a Microsoft 365 Helpdesk (Japanese Speaker).
