Associate Consultant (Japanese/English Bilingual Microsoft Cloud Support)

About this role

Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

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

• Providing Level 1 and Level 2 support for Microsoft 365 services, managing incidents, service requests, and customer inquiries.
• Troubleshooting issues across Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, Microsoft Entra ID, and related Microsoft 365 workloads.
• Investigating authentication, identity, access management, and hybrid connectivity challenges while identifying and resolving root causes.
• Collaborating with Microsoft Support and internal technical teams to manage escalations and drive issues through to resolution.
• Maintaining accurate case documentation, knowledge articles, and technical records while meeting agreed service levels.
• 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.
• Experience supporting Microsoft 365, Office 365, or enterprise cloud environments in a customer-facing technical role.
• Strong troubleshooting and analytical skills with the ability to diagnose and resolve technical issues across Microsoft cloud technologies.
• Knowledge of Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Entra ID.
• Understanding of identity, authentication, Active Directory, and hybrid cloud environments.
• Familiarity with IT service management principles and customer support best practices.

Job Function

Services Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at [email protected].    Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.  

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.  Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.