Microsoft 365 Tier 3 Support Engineer – Executive Collaboration Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver shift-based, high-touch Tier 3 support for FAA executives and their support teams.

• Address both routine and intricate issues related to collaboration platforms.

• Diagnose and resolve advanced challenges involving Exchange Online, Outlook Web Access, Microsoft Teams, Microsoft 365 applications, Planner, Whiteboard, Power Platform solutions, Google Gemini, and Google NotebookLM.

• Manage complex support incidents and facilitate escalations to internal engineering teams, Microsoft, technology vendors, and FAA support organizations.

• Provide ongoing Tier 3 assistance for both executive and non-executive users.

• Create, evaluate, update, and sustain SOPs, Work Instructions, Knowledge Base Articles (KBAs), and Job Aids.

• Develop, maintain, and improve scripts that support operational processes.

• Enhance support workflows through automation and process improvements.

• Document and present new issues, solutions, and best practices to the wider support organization.

• Develop and maintain reports within ServiceNow.

• Assist with Collaboration Services initiatives, projects, planned testing, and ad hoc operational needs.

• Participate in a rotating weekend on-call system check as required.

• Collaborate with Microsoft, engineering teams, and organizational stakeholders to provide outstanding customer experiences.

⛳️ Requirements

• Bachelor’s degree in Business Management, Computer Science, or IT Management.

• Over 5 years of experience in Configuration Management, Change Management, or a related IT field.

• FAA Personnel Suitability Clearance is mandatory.

• Proven experience in delivering Tier 3 support to executive leadership.

• Experience providing Tier 3 support in a large enterprise environment with at least 2,000 users.

• Advanced troubleshooting skills with Microsoft 365, including Exchange Online, Outlook Web Access (OWA), Microsoft Teams, and Microsoft 365 applications.

• Demonstrated capability to manage complex technical issues from initial investigation to complete resolution.

• Experience coordinating ticket escalations with vendors and multiple IT teams within a large enterprise setting.

• Strong communication skills to effectively interact with senior executives and their support staff.

• Exceptional written, verbal, and interpersonal communication abilities.

• Commitment to maintaining high service availability and customer satisfaction.

• Strong analytical and troubleshooting capabilities using a variety of tools, including AI technologies.

• Experience in developing and maintaining PowerShell scripts.

• Familiarity with Microsoft troubleshooting tools, including MFCMAPI.

• Ability to identify process improvements and opportunities for automation.

• Capacity to manage multiple priorities in a fast-paced, dynamic environment.

• Keen attention to detail with the ability to work autonomously.

• Collaborative, proactive, and team-oriented mindset.

• Customer-focused with a proven record of delivering exceptional service.

• Experience with ServiceNow, particularly regarding reporting capabilities.

• Preferred: Experience with Microsoft Power BI, Power Apps, and Power Automate.

• Preferred: Previous experience supporting a government agency.

• Preferred: Familiarity with FAA operational processes and Microsoft 365 governance frameworks.

• Preferred: Advanced proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.

• Preferred: Experience supporting Google Workspace environments.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Comprehensive 401(k) plan with matching and immediate vesting.

• Career development opportunities.

• Positive culture focused on innovation and engagement.

• Commitment to workplace diversity.

• Equal opportunity employment.