Job Summary
Microsoft 365 Services + Copilot Engineer (L2)
Key Responsibilities
Microsoft 365 Service Administration Provide L2 operational support for Microsoft 365 services. Manage user provisioning, deprovisioning, and license assignments. Support administration of: Microsoft Teams Exchange Online SharePoint Online OneDrive for Business Microsoft 365 Apps Monitor service health and resolve operational issues. Perform service request fulfillment within agreed SLAs. Microsoft Copilot Support Support Microsoft 365 Copilot users across Word, Excel, PowerPoint, Outlook, Teams, and Copilot Chat. Troubleshoot Copilot access, licensing, connectivity, and user adoption issues. Assist users with prompt optimization and Copilot usage guidance. Support Copilot deployment and onboarding activities. Monitor Copilot adoption and operational metrics. Microsoft Teams Administration Manage Teams-related incidents and service requests. Support: Team creation Membership management Channel administration Meeting policies Collaboration settings Troubleshoot meeting, calling, and collaboration issues. Exchange Online Administration Mailbox administration and troubleshooting. Distribution list and shared mailbox management. Email routing and delivery troubleshooting. Retention and mailbox configuration support. Delegate access and permission management. SharePoint Online & OneDrive Support Support site provisioning and administration. Manage document access and permissions. Troubleshoot synchronization issues. Support data sharing and collaboration requirements. Assist with site lifecycle and governance activities. Microsoft Entra ID & Identity Management User and group administration. MFA troubleshooting and support. Conditional Access policy support. Identity synchronization troubleshooting. Access governance support activities. Incident & Request Management Investigate and resolve L2 incidents. Handle escalations from Service Desk teams. Perform root cause analysis for recurring issues. Maintain SLA compliance. Coordinate with Microsoft and L3 support teams where required. Adoption & User Enablement Conduct end-user awareness sessions. Support Microsoft Copilot adoption programs. Assist users with collaboration best practices. Develop user guides and knowledge articles. Promote productivity and self-service capabilities. Service Monitoring & Reporting Monitor Microsoft 365 service health dashboards. Track incidents, requests, and service performance. Generate operational and governance reports. Support service review meetings and KPI reviews. Documentation & Knowledge Management Create and maintain: SOPs Knowledge Base Articles Operational Runbooks Troubleshooting Guides Support audit and compliance requirements.
Skill Requirements
Microsoft 365 Services Microsoft Teams Administration Exchange Online Administration SharePoint Online Administration OneDrive for Business Microsoft 365 Apps Microsoft 365 Admin Center Microsoft Copilot Microsoft 365 Copilot Fundamentals Copilot Studio Awareness Copilot Licensing & Administration Prompt Engineering Fundamentals Copilot Adoption Support Identity & Security Microsoft Entra ID Multi-Factor Authentication (MFA) Conditional Access Group Management Identity Governance Fundamentals ITSM & Operations ServiceNow Incident Management Request Fulfillment Change Management Problem Management Knowledge Management
Other Requirements
Preferred Skills Microsoft Purview Microsoft Defender for Office 365 Power Automate PowerShell Scripting Power Platform Fundamentals Viva Suite Microsoft Graph API Fundamentals SharePoint PowerShell Educational Qualification Bachelor\'s Degree in Computer Science, Information Technology, Engineering, or equivalent. Preferred Certifications Microsoft Certifications Microsoft 365 Fundamentals (MS-900) Microsoft Certified: Modern Desktop Administrator Microsoft 365 Endpoint Administrator Microsoft 365 Administrator Associate Microsoft Applied Skills for Microsoft Copilot (Preferred) Additional Certifications ITIL Foundation ServiceNow Fundamentals