Tier 3 Support Engineer – Microsoft 365, Executive Collaboration Services

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

📋 Description

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

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

• Act as the primary owner of intricate support incidents.

• 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, 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.

• 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 in ServiceNow.

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

• Participate in a rotating on-call system checks over weekends as necessary.

• Support collaboration platforms that serve over 60,000 FAA employees and contractors.

• 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 closely related IT field.

• Proven track record in providing Tier 3 support to executive leadership.

• Experience in delivering Tier 3 support within a large enterprise setting that supports at least 2,000 users.

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

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

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

• Strong communication skills to effectively engage with senior executives and their support teams.

• Excellent written, verbal, and interpersonal communication abilities.

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

• Strong analytical and troubleshooting skills, utilizing a range of tools, including AI technologies.

• Experience in developing and maintaining PowerShell scripts.

• Proficiency in using Microsoft troubleshooting tools, such as MFCMAPI.

• Experience in identifying process improvements and automation possibilities.

• Ability to effectively manage multiple priorities in a fast-paced, dynamic setting.

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

• Collaborative, proactive, team-oriented mindset.

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

• Familiarity with ServiceNow, including its reporting features.

• FAA Personnel Suitability Clearance is required.

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

• Preferred: Previous experience in supporting a government agency.

• Preferred: Understanding 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.

• Positive culture focused on innovation, engagement, and career development.