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

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 incid

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