Tier 2 Support Engineer

SoftwareOne; Región Centro; Híbrido; MXN 360.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & wellbeing

Career development

Incentives & shares

Flexible/hybrid work

Global projects

Descripción de la vacante

SoftwareOne is seeking a Tier 2 Support Engineer to join our Hybrid team in Guadalajara, Mexico. You will provide advanced Microsoft 365 support and own complex incidents from start to finish, collaborating with Tier 3 and Microsoft Support to ensure high-quality service delivery.

The role requires hands-on 365 administration, ITIL-based incident handling, and strong English communication in a global MSP environment.

Formación

• Hands-on Microsoft 365 administration and support experience.
• Experience with ITIL incident management processes.
• Strong written and verbal English communication skills.
• Bachelor's degree in Information Technology, Computer Science, or related field.

Responsabilidades

• Provide advanced Tier 2 support for Microsoft 365 services (Exchange Online, Teams, SharePoint Online, Entra ID).
• Own and resolve complex incidents through structured troubleshooting and root-cause analysis.
• Manage incidents end-to-end with accurate documentation and SLA/KPI adherence.
• Collaborate with Tier 3, Microsoft Support, and cross-functional teams; escalate after full investigation.

Conocimientos

Microsoft 365 Admin

Incident management

English communication

Customer support

Educación

Bachelor's degree in IT

Herramientas

ServiceNow

Diagnostic tools

Descripción del empleo

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 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 Administratorm, MD‑102 – Endpoint Administrator Associate, SC‑300 – Identity and Access Administrator, SC‑900 – Security, Compliance, and Identity Fundamentals).

Why join our team?

At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Here, your development and well‑being truly matter. These five key benefits reflect what sets us apart:

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

Company description

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.
Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.
Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.