Job Description: CoPilot
Location: Cincinnati or Atlanta area
Hybrid Role
Need locals only
For the CoPilot Surge Support Overview
We are seeking a Support Engineer Microsoft 365 Copilot to support, maintain, and continuously improve our enterprise deployment of Microsoft 365 Copilot. This role blends strong Microsoft 365 technical skills with excellent customer support and communication to help users adopt Copilot safely and effectively in alignment with our security, compliance, and productivity goals.
Key Responsibilities
Copilot Support & Troubleshooting
Provide Tier 2/3 support for Microsoft 365 Copilot incidents and requests within SLAs
Diagnose and resolve issues such as Copilot not appearing, access errors, missing data, and performance problems
Reproduce and isolate issues across users, devices, tenant, and network, escalating to internal teams or Microsoft as needed
Monitor Microsoft 365 service health, logs, and admin tools to identify and address recurring issues
Configuration, Administration & Readiness
Support configuration of Copilot settings and policies in Microsoft 365 admin portals
Assist with tenant readiness, including licensing, prerequisites, and feature enablement
Partner with M365 admins to enable/disable Copilot for users and groups, and manage roles and access
Support data governance readiness by helping identify and remediate overly permissive SharePoint/Teams access
Security, Compliance & Governance
Ensure Copilot usage aligns with security, compliance, and data protection policies
Explain how Copilot respects existing permissions, sensitivity labels, DLP, and retention policies
Work with security and compliance teams to review risks, address concerns, and refine configuration
Contribute to guidance on responsible, safe use of Copilot and data handling best practices
User Enablement & Adoption
Educate and coach users on effective Copilot use in Teams, Outlook, Word, Excel, PowerPoint, and other apps
Set expectations around AI capabilities, limitations, and the need to validate Copilot output
Create and maintain knowledge articles, FAQs, and quick reference guides
Support training sessions, office hours, demos, and pilot programs, capturing feedback for improvement
Operations & Continuous Improvement
Log, track, and resolve tickets in the ITSM tool (e.g., ServiceNow) with clear documentation
Analyze incident trends and feedback to identify systemic issues and improvement opportunities
Collaborate with M365, security, networking, and digital workplace teams to address root causes
Stay current with Microsoft 365 Copilot roadmap, new features, and best practices; update documentation accordingly
Qualifications
Required
3+ years in IT support, service desk, or systems engineering in a Microsoft 365 enterprise environment
Strong knowledge of Microsoft 365 (Teams, SharePoint, OneDrive, Exchange Online, Office apps)
Experience with Entra ID/Azure AD (identity, groups, roles, conditional access)
Solid understanding of security and compliance concepts (permissions, sensitivity labels, DLP, data governance)
Proven troubleshooting skills for Microsoft 365 (authentication, permissions, client, connectivity issues)
Excellent communication skills with ability to explain technical topics to non-technical users and write clear documentation
Preferred
Experience supporting Microsoft 365 Copilot or other Microsoft AI services
Familiarity with PowerShell for M365 administration and basic automation
Experience with ITSM tools (e.g., ServiceNow, Jira Service Management)
Exposure to Microsoft Graph concepts or APIs
General understanding of AI/LLM concepts, limitations, and risks
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