Tier 2 Support Engineer (Microsoft 365)

Location: Hybrid in Guadalajara or Mexico City, Mexico

Company

hirify.global provides software and cloud solutions, helping organizations optimize software investments, modernize applications, and use cloud, data, and AI technologies.

What you will do

• Provide advanced Tier 2 technical support for Exchange Online, Microsoft Teams, SharePoint Online, and Entra ID.
• Own complex incidents from investigation through resolution, using structured troubleshooting, diagnostic tools, and logs.
• Perform root cause analysis and resolve issues within established SLAs and KPIs.
• Document incidents accurately, communicate proactively, and collaborate with Tier 3 teams, Microsoft Support, and other functions.
• Improve knowledge base content and share technical expertise and Microsoft 365 best practices.
• Support high-quality service delivery in a 24/7 managed services environment with global operations teams.

Requirements

• Experience in IT support, managed services, or an MSP environment, including hands-on Microsoft 365 administration and support.
• Bachelor’s degree in Information Technology, Computer Systems Engineering, or a related field.
• Strong knowledge of Exchange Online, Microsoft Teams, SharePoint Online, ITIL, and Entra ID, with proven troubleshooting and root cause analysis skills.
• Experience with ticketing and incident management systems such as ServiceNow, plus diagnostic tools and log analysis.
• Advanced, near-native English communication skills for a customer-focused global support environment.

Nice to have

• MS-102 Microsoft 365 Administrator certification.
• MD-102 Endpoint Administrator Associate certification.
• SC-300 Identity and Access Administrator certification.
• SC-900 Security, Compliance, and Identity Fundamentals certification.

Culture & Benefits

• Comprehensive health and well-being benefits.
• Continuous learning and career development opportunities.
• Performance-based incentives and employee share participation.
• Flexible and hybrid work models.
• Participation in global projects.