Job Summary: This role is critical to ensuring advanced technical support and maximum staff productivity, focusing on resolving escalated incidents and managing complex technological environments. Key Highlights: 1. Resolving complex incidents and managing technological environments. 2. Leading email migrations to Microsoft 365. 3. Mentoring Level 1 technicians and optimizing the Microsoft 365 ecosystem. As a Level 2 Technical Support Specialist (Tier 2\) at Inszone, you will be a key link within our technological infrastructure. Working from our operations in Peru, you will ensure that our professional staff receive the advanced support they need to maintain maximum productivity. You will focus on resolving escalated incidents and managing complex technological environments, reporting directly to the Team Lead. Roles and Responsibilities * Serve as the primary point of contact for complex issues escalated from the Level 1 Support team, resolving them accurately and promptly. * Efficiently manage a high volume of support tickets, ensuring compliance with SLAs (Service Level Agreements), balancing in-depth analysis and problem resolution with administrative projects. * Lead and execute full email migrations to Microsoft 365 from various source environments, including IMAP, Google Workspace, and cross-tenant Microsoft 365 migrations\. * Administer and optimize the company’s Microsoft 365 ecosystem, ensuring seamless collaboration and communication across the organization. * Act as a mentor to Level 1 technicians, providing guidance and knowledge transfer to strengthen the capabilities of the entire department. * Identify recurring technical trends and issues, implementing long-term solutions to reduce obstacles and improve user experience. * Deliver highly professional, user-oriented support, reflecting Inszone’s commitment to excellence and bridging complex technology with user experience. Requirements * Experience: More than 2 years in advanced technical support within a professional corporate environment. * Advanced proficiency in Microsoft 365 administration, Azure AD / Entra ID, and Windows Server environments. * Migration experience: Proven track record managing data integrity and minimizing user downtime during complex email migrations (IMAP, Google Workspace, or Microsoft 365 to Microsoft 365\). * Analytical and methodical approach to problem-solving, with ability to identify root causes in complex software and cloud environments. * Ability to thrive in a dynamic, fast-paced environment while maintaining organization when switching between long-term migration projects and urgent tickets. * Excellent English communication skills, capable of translating technical concepts into clear instructions for end users and collaborating effectively with infrastructure teams located in the United States. * Ability to remain calm under pressure and adapt quickly to diverse technical challenges. If you meet these requirements and wish to join a company that values excellence and growth, do not hesitate to apply! Our specialists will contact you as soon as possible. *Discrimination is prohibited in this company per Laws No. 29973 and Law No. 30709\. No distinction is made based on race, color, sex, language, religion, political or other opinion, national or social origin, economic position, birth, or any other condition.* Job Type: Full\-time Ability to commute/relocate: * Santiago de Surco 15039: Reliably commute or planning to relocate before starting work (Required) Application Question(s): * Please indicate your salary expectations. Experience: * Help desk: 1 year (Required) Language: * Intermediate \- Advanced English (Required) Work Location: In person
María García
Indeed · HR
María García
Indeed · HR
