Tier 2 Support Engineer
Tier 2 Support Engineer
Hybrid | Guadalajara, Sonora, Mexico City
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 global operations teams to ensure high-quality service delivery and customer satisfaction.