Senior Microsoft 365 Copilot Support Engineer
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We are looking for a Senior Microsoft Copilot Support Engineer to join our team and provide advanced support across Microsoft 365 Copilot, Copilot Chat, Copilot Studio, and Copilot Agents for a large global organization. This role is ideal for someone with strong Microsoft 365 administration and troubleshooting experience who enjoys solving complex issues, working with AI-powered tools, and collaborating directly with Microsoft support teams.
Experience: 8+ years
What you'll do?- Act as the L2/L3 escalation point for Microsoft 365 Copilot, Copilot Chat, Copilot Studio, and Copilot Agent issues.
- Troubleshoot Copilot Studio Agents , including publishing, authentication, approvals, knowledge sources, environments, and ownership changes.
- Resolve licensing, access, RBAC, and Copilot Credits issues.
- Support Copilot connectors and integrations with platforms such as Confluence, Jira, Google Drive, and Service Now .
- Manage complex support cases and escalations with Microsoft through resolution and RCA.
- Configure and support Google Gemini Enterprise connectors and user access.
- Manage incidents and service requests through Service Now , ensuring SLA compliance.
- Automate access and reporting using Power Automate, Microsoft Graph, and Power Shell .
- Create and maintain SOPs, runbooks, and knowledge articles while supporting junior engineers.
- 8+ years of Microsoft 365 administration/support experience, including Entra ID, Exchange Online, Share Point, One Drive, and Teams .
- 2+ years of hands-on experience with Microsoft 365 Copilot and Copilot Studio.
- Strong understanding of Copilot Agents, connectors, plugins/MCP, OAuth, and API permissions .
- Experience with group-based licensing, RBAC, and Microsoft 365 admin roles .
- Hands-on knowledge of Power Automate, Microsoft Graph, and Power Shell .
- Working knowledge of Google Gemini Enterprise connectors .
- Experience with Service Now ITSM and Microsoft support escalations.
- Strong troubleshooting, communication, and documentation skills.
- Exposure to Claude / Claude Enterprise / Claude Code .
- Power Platform administration, DLP, or Microsoft Purview experience.
- Certifications such as MS-102, SC-300, or PL-200 .
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