Tier 3 Support Engineer – Microsoft 365

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

📋 Description

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

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

• Diagnose advanced problems involving Microsoft Exchange Online, Outlook Web Access, Microsoft Teams, Microsoft 365 applications, Planner, Whiteboard, Power Platform solutions, Google Gemini, Google NotebookLM, and other related collaboration technologies.

• Take ownership of complex support incidents and manage escalations to internal engineering teams, Microsoft, technology vendors, and FAA support organizations.

• Ensure clear communication and visibility throughout the incident resolution process.

• Provide continuous Tier 3 support for both executive and non-executive users.

• Create, review, update, and maintain Standard Operating Procedures (SOPs), Work Instructions, Knowledge Base Articles (KBAs), and Job Aids.

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

• Optimize support workflows through automation and process improvements.

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

• Develop and maintain reports in ServiceNow.

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

• Participate in a rotating weekend on-call system check when necessary.

• Collaborate with Microsoft, engineering teams, and organizational stakeholders to support collaboration platforms used by over 60,000 FAA employees and contractors.

⛳️ Requirements

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

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

• Proven experience delivering Tier 3 support to executive leadership.

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

• Advanced troubleshooting expertise 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 in a large enterprise setting.

• Strong communication skills, particularly with senior executives and their support staff.

• Exceptional written, verbal, and interpersonal communication abilities.

• Proven dedication to maintaining high service availability and ensuring customer satisfaction.

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

• Experience in developing and maintaining PowerShell scripts.

• Familiarity with Microsoft troubleshooting tools, such as MFCMAPI.

• Experience in identifying process improvements and opportunities for automation.

• Ability to effectively manage multiple priorities in a fast-paced and dynamic environment.

• Strong attention to detail with the capacity to work independently.

• Collaborative, proactive, and team-oriented mindset.

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

• Experience with ServiceNow, including its reporting capabilities.

• FAA Personnel Suitability Clearance is required.

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

• Preferred: Previous experience in supporting a government agency.

• Preferred: Knowledge of FAA operational processes and Microsoft 365 governance frameworks.

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

• Preferred: Experience in 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.