Senior Support Analyst – Device Management

DXC Technology Company; Xico; On-site; MXN 240,000 - 360,000; Full time

Job summary

DXC Technology in Veracruz, Mexico, seeks a Mid-Level Support Analyst – Office 365 to provide Level 2 support for Microsoft 365 services. You will handle escalated incidents, perform root-cause analyses, and work with Level 3 to resolve more complex issues.

You’ll monitor service health, assist with user accounts and permissions, and contribute to ITIL-based incident, problem, and change processes. A knowledge base and cross-team collaboration are part of the role.

Qualifications

• Experience in Level 2 IT support for Office 365/Microsoft 365 environments.
• Experience supporting Microsoft Teams, Exchange Online, SharePoint Online, and OneDrive for Business.
• Experience with Azure Active Directory (Entra ID) and identity management.
• Strong analytical and problem-solving skills.
• English: desirable.

Responsibilities

• Provide L2 support for Office 365 services including Teams, Exchange Online, SharePoint Online, and OneDrive for Business.
• Investigate, diagnose, and resolve incidents escalated by Level 1 support.
• Perform initial root cause analysis and escalate complex issues to Level 3 when needed.
• Support monitoring of performance, availability, and health of Office 365 services.
• Assist with user account management, permissions, and configurations.
• Participate in incident, problem, and change management per ITIL practices.
• Document solutions and known issues in the knowledge base.
• Collaborate with other IT teams to ensure continuous service delivery.

Skills

Office 365

L2 Support

Teams Support

Exchange Online

SharePoint Online

OneDrive for Business

Azure AD

Troubleshooting

English

Tools

PowerShell

Job description

Job Description:

Mid-Level Support Analyst – Office 365

About DXC

DXC helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private, and hybrid clouds. Our 125,000+ people in 70+ countries deliver transformative technologies to ensure success, safety, and well-being for businesses worldwide. Learn more about how we deliver excellence for our customers and colleagues at dxc.com.

About the Role

We are looking for a motivated, organized, and detail-oriented Mid-Level Support Analyst – Office 365 to join our IT Support team. In this role, you will provide Level 2 (L2) support for Microsoft Office 365 services, acting as an essential link between Level 1 support and senior specialist teams. You will be responsible for resolving moderately complex incidents, maintaining system reliability, and ensuring a positive user experience.

On a day-to-day basis, you will investigate and resolve escalated incidents related to Microsoft Teams, Exchange Online, SharePoint Online, and OneDrive for Business, performing initial root cause analysis and escalating more complex issues to Level 3 support when necessary. You will also support the monitoring of service performance, availability, and health, as well as user account management, permissions, and configurations.

This position plays an important part in ensuring efficient and continuous delivery of IT services, working closely with other IT teams and following ITIL-aligned incident, problem, and change management practices. You will also contribute to building and maintaining a knowledge base of solutions, procedures, and known issues.

Essential Job Functions:

• Provide L2 support for Office 365 services, including Microsoft Teams, Exchange Online, SharePoint Online, and OneDrive for Business
• Investigate, diagnose, and resolve incidents escalated by Level 1 support
• Perform initial root cause analysis and elevate more complex issues to Level 3 support when necessary
• Support the monitoring of performance, availability, and health of Office 365 services
• Assist with user account management, permissions, and configurations
• Participate in incident, problem, and change management processes in accordance with ITIL best practices
• Document solutions, procedures, and known issues in the knowledge base
• Collaborate with other IT teams to ensure efficient and continuous service delivery

Basic Qualifications:

• Experience in Level 2 (L2) IT Support roles in Office 365 / Microsoft 365 environments
• Practical knowledge of Microsoft Teams (user support and basic administration)
• Practical knowledge of Exchange Online (mailbox management and basic mail flow concepts)
• Practical knowledge of SharePoint Online (site access, permissions, and basic administration)
• Practical knowledge of OneDrive for Business (file synchronization, sharing, and troubleshooting)
• Basic understanding of Azure Active Directory (Entra ID) and identity management
• Familiarity with troubleshooting tools and techniques
• Strong analytical and problem-solving skills
• English: desirable

Other Qualifications:

• Experience with PowerShell for basic administrative tasks
• Knowledge of Microsoft 365 security and compliance principles
• Familiarity with ITIL processes and service management tools
• Relevant Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate)

Why DXC? / Life at DXC

DXC fosters a culture of inclusion, learning, and corporate responsibility. We offer competitive benefits, including health, dental, vision coverage, wellness programs, retirement savings plans, paid holidays, and more. Learn about our values and ethics at .

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.