Senior Support Analyst – Device Management (Office 365)

Location: Mexico City, Mexico; full-time, with a work model prioritizing in-person collaboration.

Company

hirify.global helps global companies operate and modernize mission-critical IT systems, data architectures, and security across public, private, and hybrid clouds.

What you will do

• Provide L2 support for 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 escalate complex issues to Level 3 support when necessary.
• Monitor Office 365 service performance, availability, and health.
• Manage user accounts, permissions, and configurations.
• Participate in ITIL-aligned incident, problem, and change management while documenting solutions, procedures, and known issues.

Requirements

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

Nice to have

• PowerShell experience for basic administrative tasks.
• Knowledge of Microsoft 365 security and compliance principles.
• Familiarity with ITIL processes and service management tools.
• Relevant Microsoft certifications, such as Microsoft 365 Certified: Modern Desktop Administrator Associate.
• English proficiency is desirable.

Culture & Benefits

• Inclusive culture focused on learning and corporate responsibility.
• Health, dental, and vision coverage, wellness programs, retirement savings plans, and paid holidays.
• Work model prioritizing in-person collaboration while offering flexibility for wellbeing, productivity, individual work styles, and life circumstances.