Tier 2 Support Engineer
Hybrid/ Guadalajara, Mexico
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.
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 general 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 co

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