Tier 3 Support Engineer, Microsoft 365 – Executive Collaboration Services

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

📋 Description

• Deliver shift-based, premium Tier 3 support for FAA executives and their support teams, which includes Executive Assistants and IT support staff.

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

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

• Manage intricate support incidents by facilitating timely escalations to internal engineering teams, Microsoft, technology vendors, and FAA support organizations.

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

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

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

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

• Identify areas for improvement in support workflows through automation and process enhancements.

• Document and communicate new issues, resolutions, and best practices to the wider support organization.

• Develop and manage ServiceNow reports.

• Assist with Collaboration Services initiatives, projects, scheduled testing, and ad hoc operational requirements.

• Take part in rotating weekend on-call system checks as necessary.

⛳️ Requirements

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

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

• FAA Personnel Suitability Clearance is required.

• Demonstrated experience providing Tier 3 support to executive leadership.

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

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

• Proven ability 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 interact effectively with senior executives and their support teams.

• Exceptional written, verbal, and interpersonal communication abilities.

• Commitment to maintaining high service availability and customer satisfaction.

• Strong analytical and troubleshooting capabilities using various tools, including AI technologies.

• Experience in developing and maintaining PowerShell scripts.

• Familiarity with Microsoft troubleshooting tools, including MFCMAPI.

• Experience in identifying process improvements and opportunities for automation.

• Ability to effectively prioritize multiple tasks in a fast-paced, dynamic environment.

• Strong attention to detail and capability to work independently.

• Collaborative, proactive, team-oriented mindset.

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

• Experience with ServiceNow, particularly regarding reporting functionalities.

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

• Preferred: Prior experience supporting a government agency.

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

• Preferred: Advanced proficiency in Microsoft Office applications, such as 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.

• Employee wellbeing support.