Tier 2 Support Engineer (Microsoft 365)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Tier 2 Support Engineer (Microsoft 365): Providing advanced technical support for M365 services including Exchange Online, Teams, and SharePoint with an accent on complex incident resolution and root cause analysis. Focus on managing end-to-end technical incidents, optimizing knowledge base articles, and ensuring SLA compliance within a 24/7 managed services environment.
Location: Hybrid in Guadalajara, Mexico
Company
Global provider of software and cloud solutions helping organizations optimize software investments and modernize applications.
What you will do
- Provide Tier 2 technical support for Exchange Online, Microsoft Teams, SharePoint Online, and Entra ID.
- Perform structured troubleshooting and root cause analysis for complex technical incidents using diagnostic tools and logs.
- Manage incidents end-to-end, ensuring accurate documentation and resolution within established SLAs and KPIs.
- Collaborate with Tier 3 teams and Microsoft Support for escalations after completing thorough technical investigations.
- Contribute to the knowledge base and stay current with Microsoft 365 updates and best practices.
- Support a 24/7 managed services environment by participating in shift rotations.
Requirements
- Experience in IT Support, Managed Services, or an MSP environment with hands-on M365 administration.
- Strong technical knowledge of Exchange Online, Microsoft Teams, SharePoint Online, and Entra ID (Azure AD).
- Experience with incident management platforms such as ServiceNow.
- Bachelor's degree in Information Technology, Computer Systems Engineering, or a related field.
- English: Advanced communication skills (C1) required for a global support environment.
- Location: Must be based in Guadalajara, Mexico.
Nice to have
- Microsoft 365 certifications (MS-900, MS-100, MS-101, or equivalent).
Culture & Benefits
- Comprehensive health and well-being programs.
- Continuous learning and career development opportunities.
- Performance-based incentives and employee share participation.
- Flexible and hybrid work models.
- Engagement in global projects.
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