Microsoft 365 Tier 3 Support Engineer
Job Summary
Providing white-glove Tier 3 support for FAA executives, the fully remote Microsoft 365 Tier 3 Support Engineer will troubleshoot advanced issues across Microsoft Exchange Online, Microsoft Teams, and Microsoft 365 applications while coordinating escalations and maintaining collaboration platforms for over 60,000 users.
Key responsibilities
- Deliver Tier 3 support to FAA executives and their support teams, resolving complex collaboration platform issues
- Coordinate escalations with internal engineering teams and vendors, ensuring clear communication throughout the resolution process
- Create and maintain support documentation, including Standard Operating Procedures and Knowledge Base Articles
Required qualifications
- Bachelor's degree in Business Management, Computer Science, or IT Management
- 5+ years of experience in Configuration Management, Change Management, or a related IT discipline
- Proven experience providing Tier 3 support in a large enterprise environment with at least 2,000 users
- Advanced troubleshooting experience with Microsoft 365, including Exchange Online and Microsoft Teams
- Experience developing and maintaining PowerShell scripts and familiarity with ServiceNow reporting capabilities
Complete Job Description
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