Support Engineering Technician II (Microsoft 365)

Location: Puerto Rico only; hybrid with three days in-office and two days virtual

Company

hirify.global provides technology and services for the financial services industry in an international work environment.

What you will do

• Diagnose and resolve first-level issues involving Windows workstations, Microsoft 365, email, printers, mobile devices, VPN connectivity, networking components, and remote support tools.
• Perform initial troubleshooting and escalate incidents to higher support tiers when required.
• Provision endpoints through software installation, system updates, configuration, and deployment.
• Document troubleshooting activities, customer interactions, resolutions, and follow-up actions in the ticketing system.
• Maintain knowledge-base articles and identify recurring issues and process-improvement opportunities.
• Follow SLA targets, security policies, regulatory requirements, confidentiality standards, and organizational procedures.

Requirements

• Foundational knowledge of Windows 11, Microsoft 365, Active Directory/Entra ID, networking fundamentals, and remote support technologies.
• Ability to maintain accurate, complete, and high-quality support tickets.
• Ability to escalate incidents and service requests appropriately and on time.
• Professional communication, collaboration, and knowledge-sharing skills.
• Current and future visa sponsorship are not available.

Culture & Benefits

• Competitive salary and benefits.
• Varied and challenging technical work with opportunities to grow technical skills.
• Broad responsibilities and development opportunities.
• Modern international work environment with a dedicated team.