M365 EngineerCoPilot Surge Support

Location: Alpharetta, Georgia OR Cincinnati, Ohio (Onsite)

Employment type: Contract

• 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.

• 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.

• 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

• 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.

• 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 the Microsoft 365 Copilot roadmap, new features, and best practices; update documentation accordingly

• 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

• 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
• Reports to: [Manager/Team]
• Department: [IT / Digital Workplace / End User Services]