Job summary
we are seeking a skilled and customer-focused microsoft 365 systems specialist to join our it operations team. This role provides tier 2/3 support for m365 environments, participating in technical troubleshooting, client onboarding projects, and proactive maintenance of modern workplace tools.
you’ll act as an escalation point for complex technical issues, support various microsoft services (based on your area of expertise), and contribute to customer satisfaction and operational excellence.
job responsibilities
1. provide tier 2/3 support for microsoft 365 environments.
2. diagnose and resolve incidents involving services such as exchange, teams, sharepoint, azure ad, endpoint manager, or azure virtual desktop.
3. re-categorize tickets and document root causes where applicable.
4. review client environments proactively and identify potential issues.
5. participate in onboarding processes (migrations, takeovers, greenfields).
6. maintain and update internal knowledge base.
7. attend recurring customer meetings and provide technical insights.
8. track time invested per task (incident, request, change, project).
9. adhere to slas (90%+), customer satisfaction goals, and internal processes.
10. escalate missing access or permissions required for operations.
required skills & certifications
* 3+ years of experience in it and microsoft technologies.
* hands-on experience with at least two of the following areas:
o exchange online / exchange on-prem
o sharepoint online / sharepoint on-prem
o microsoft teams
o microsoft endpoint manager / configuration manager
o azure active directory / active directory
o azure virtual desktop
* intermediate knowledge of powershell scripting.
* strong troubleshooting skills and familiarity with it support methodologies.
soft skills
* strong communication skills in technical and customer-facing environments.
* ability to work independently and prioritize multiple tasks.
* problem-solving mindset and attention to detail.
* team player in a remote or hybrid work environment.
benefits
* medical, dental, and life insurance.
* savings fund, vacations bonus, christmas bonus, grocery bonus, annual bonus.
* ptos: vacation days.
* save on commute: paid office parking.
* discount programs: medical-related discounts.
* prime location: in the heart of puebla, with views of popocatepetl volcano, restaurants, and amenities close by.
* sponsored events: team social events and christmas dinner.
* sport activity: join your colleagues in various sports activities in the area.
* eat & drink: enjoy a kitchen stocked with drinks, coffee, and snacks.
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