Microsoft 365 Support Engineer, Tier 3 – Executive Collaboration Services

Job not on LinkedIn

🔥 21 hours ago

🇺🇸 United States – Remote

💵 $100k - $109k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Concept Solutions, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

💼 Consulting

Cybersecurity • Consulting

Concept Solutions, LLC is a company that creates and supports mission-critical solutions aimed at enhancing national safety, specializing in IT and management consulting, Cyber Security, GIS applications for Aviation and Critical Infrastructure, as well as cloud computing services. Their expertise encompasses a range of technologies, including software development, DevOps, and system engineering, aimed at improving productivity and efficiency within both governmental and commercial organizations. Notably, they have a significant role in supporting IT systems for the Federal Aviation Administration. Concept Solutions has earned several awards for workplace excellence and innovation in technology.

📋 Description

• Provide shift-based, white-glove Tier 3 support for FAA executives and executive support teams • Resolve routine and complex collaboration platform issues • Troubleshoot advanced issues involving Exchange Online, Outlook Web Access, Microsoft Teams, Microsoft 365 applications, Planner, Whiteboard, Power Platform solutions, Google Gemini, Google NotebookLM, and related collaboration technologies • Own complex support incidents and coordinate escalations to internal engineering teams, Microsoft, technology vendors, and FAA support organizations • Maintain clear communication and visibility through incident resolution • Provide ongoing Tier 3 support for executive and non-executive users • Create, review, update, and maintain SOPs, Work Instructions, KBAs, and Job Aids • Develop, maintain, and enhance scripts supporting operational processes • Improve support workflows through automation and process enhancements • Document and present new issues, resolutions, and best practices to the broader support organization • Develop and maintain ServiceNow reports • Support Collaboration Services initiatives, projects, planned testing, and ad hoc operational requirements • Participate in rotating weekend on-call system checks as needed • Work with Microsoft, engineering teams, and organizational stakeholders to support collaboration platforms serving more than 60,000 FAA employees and contractors

🎯 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 discipline • FAA Personnel Suitability Clearance required • Proven 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 • Demonstrated ability to own complex technical issues from initial investigation through full resolution • Experience coordinating ticket escalations with vendors and multiple IT teams in a large enterprise • Ability to communicate effectively with senior executives and their support staff • Excellent written, verbal, and interpersonal communication skills • Proven commitment to maintaining high levels of service availability and customer satisfaction • Strong analytical and troubleshooting skills utilizing a variety of tools, including AI technologies • Experience developing and maintaining PowerShell scripts • Experience using Microsoft troubleshooting tools, including MFCMAPI • Experience identifying process improvements and automation opportunities • Ability to effectively manage multiple priorities in a fast-paced, dynamic environment • Strong attention to detail with the ability to work independently • Collaborative, proactive, team-first mindset • Customer-focused with a demonstrated track record of delivering exceptional service • Experience with ServiceNow, including reporting capabilities • Preferred: Experience with Microsoft Power BI, Power Apps, and Power Automate • Preferred: Previous experience supporting a government agency • Preferred: Familiarity with FAA operational processes and Microsoft 365 governance frameworks • Preferred: Advanced proficiency with Microsoft Office applications, including 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 • Positive culture centered on innovation and engagement • Workplace diversity