Are you the kind of IT professional who enjoys solving complex Microsoft 365 issues, taking ownership of challenging incidents, and delivering exceptional customer support in a fast‑paced managed services environment? If so, this opportunity is for you.

Tier 2 Support Engineer – Guadalajara, Mexico

Responsibilities

- Provide advanced Tier 2 technical support for Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, and Entra ID (Azure AD).
- Own and resolve complex technical incidents by performing structured troubleshooting, root cause analysis, and leveraging diagnostic tools and logs.
- Manage incidents end‑to‑end, ensuring accurate documentation, proactive communication, and resolution within established SLAs and KPIs.
- Collaborate with Tier 3 teams, Microsoft Support, and cross‑functional teams, escalating issues only after completing thorough technical investigation.
- Contribute to continuous service improvement by enhancing knowledge base articles, sharing technical expertise, and staying current with Microsoft 365 updates and best practices.
- Be part of a 24/7 managed services environment, working closely with global operations teams to ensure high‑quality service delivery and customer satisfaction.

Job Requirements

- Experience in IT Support, Managed Services,



or an MSP environment, with hands‑on Microsoft 365 administration and support experience.
- Bachelor's degree in Information Technology, Computer Systems Engineering, or a related field.
- Strong technical knowledge of Exchange Online, Microsoft Teams, SharePoint Online, Itil and Entra ID (Azure AD), with proven troubleshooting and root cause analysis skills.
- Experience working with ticketing and incident management systems such as ServiceNow, with the ability to use diagnostic tools and log analysis to troubleshoot, investigate, and resolve technical issues efficiently.
- Advanced English communication skills, with the ability to thrive in an SLA‑driven, customer‑focused, and collaborative global support environment.
- Certifications are preferred (MS‑102 – Microsoft 365 Administrator, MD‑102 – Endpoint Administrator Associate, SC‑300 – Identity and Access Administrator, SC‑900 – Security, Compliance, and Identity Fundamentals).

Benefits

- Comprehensive health and well‑being
- Continuous learning and career development
- Performance‑based incentives and employee share participation
- Flexible and hybrid work models
- Engagement in integral projects

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📌 Tier 2 Support Engineer (Centro)
🏢 Softwareone
📍 Centro