.Job Function: Cloud & Software Services Why SoftwareONE?:We could write a long text about how cool, big, international, forward-looking and diverse we are, but it would be best to take a look at our careers page or: get to know us directly!Of course, we would still like to give you an insight into our open role as a**Office 365 Support | Tier 2 (all genders)**contract: permanent.Start date: asaplocation: Guadalajara, MexicoContract: Full Time EmployeeThe role:Knowledge of Office 365 architecture, administration and best practice recommendations; combined with a strong knowledge of cloud-based identity and access management service, Microsoft 365 Technologies and Storage solutions. A willingness to work across shifts during required time frames.**Main Responsibilities**:- IT Remote troubleshooting and diagnose skills.- Troubleshoot, describe and understanding of cloud concepts and associated technical functions.- Understanding and knowledge of security, compliance and governance in Microsoft 365.- Handling of SaaS backups solutions, retention daily backups and file restoration.- Manage user identity, access and authentication.- Knowledge of Microsoft Azure Virtual Desktops.- Knowledge and experience with cloud compute resources.- Experience and technical support for Microsoft 365 technologies. (Exchange, Microsoft Teams, Sharepoint and OneDrive)- Experience with Monitoring and Alerting of virtual instances.- Azure and cloud knowledge and concepts understanding.- Experience adding, removing Microsoft 365 licenses and work with distribution lists.- Experience using ticketing systems.- Understanding of ticket troubleshooting and resolution.- Understanding of tiered escalation paths best practices.- Create and maintain documentation.- Ability to managing different customer tenants.- Assist Tier 1 with ticket escalations and troubleshooting.- Able to handle technical escalations for more advanced inquiries.- Support hybrid networking, networking infrastructure and VPNsLI-GR1What we need to see from you:- Bachelor's degree in IT Industry and or equivalent experience.- 3-5 years of technical support experience.- Experience working in a helpdesk or service desk environments.- Managed Services Provider(MSP) experience.- Experience with PowerShell Scripting.- Excellent Customer Service skills- Able to speak and write in English fluently and professionally. (Support US based customers)- Certifications: Network+, AZ-900, AZ-104, MS-900 or AZ-700 a plus.What you should really know about us.:Strip away everything. Strip away our brand, strip away our buildings, strip away our offices. What are we left with? Our people. This is what makes SoftwareONE successful.Passionate people who live and breathe our values every day, who delight our customers, every day, and who go above and beyond, every day. Our culture is unique, and I believe that having the right people, and empowering them to succeed, is the absolute key to our success.Patrick Winter, Founder