Microsoft Consultant

Job Description: CoPilotLocation: Cincinnati or Atlanta areaOnsite RoleFor the CoPilot Surge Support - OverviewWe are seeking a Support Engineer - Microsoft 365 Copilot to support, maintain, and continuously improve our enterprise deployment of Microsoft 365 Copilot. This role blends strong Microsoft 365 technical skills with excellent customer support and communication to help users adopt Copilot safely and effectively in alignment with our security, compliance, and productivity goals.Key ResponsibilitiesCopilot Support & TroubleshootingProvide Tier 2/3 support for Microsoft 365 Copilot incidents and requests within SLAsDiagnose and resolve issues such as Copilot not appearing, access errors, missing data, and performance problemsReproduce and isolate issues across users, devices, tenant, and network, escalating to internal teams or Microsoft as neededMonitor Microsoft 365 service health, logs, and admin tools to identify and address recurring issuesConfiguration, Administration & ReadinessSupport configuration of Copilot settings and policies in Microsoft 365 admin portalsAssist with tenant readiness, including licensing, prerequisites, and feature enablementPartner with M365 admins to enable/disable Copilot for users and groups, and manage roles and accessSupport data governance readiness by helping identify and remediate overly permissive SharePoint/Teams accessSecurity, Compliance & GovernanceEnsure Copilot usage aligns with security, compliance, and data protection policiesExplain how Copilot respects existing permissions, sensitivity labels, DLP, and retention policiesWork with security and compliance teams to review risks, address concerns, and refine configurationContribute to guidance on responsible, safe use of Copilot and data handling best practicesUser Enablement & AdoptionEducate and coach users on effective Copilot use in Teams, Outlook, Word, Excel, PowerPoint, and other appsSet expectations around AI capabilities, limitations, and the need to validate Copilot outputCreate and maintain knowledge articles, FAQs, and quick reference guidesSupport training sessions, office hours, demos, and pilot programs, capturing feedback for improvementOperations & Continuous ImprovementLog, track, and resolve tickets in the ITSM tool (e.g., ServiceNow) with clear documentationAnalyze incident trends and feedback to identify systemic issues and improvement opportunitiesCollaborate with M365, security, networking, and digital workplace teams to address root causesStay current with Microsoft 365 Copilot roadmap, new features, and best practices; update documentation accordinglyQualificationsRequired3+ years in IT support, service desk, or systems engineering in a Microsoft 365 enterprise environmentStrong 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 documentationPreferredExperience supporting Microsoft 365 Copilot or other Microsoft AI servicesFamiliarity with PowerShell for M365 administration and basic automationExperience with ITSM tools (e.g., ServiceNow, Jira Service Management)Exposure to Microsoft Graph concepts or APIsGeneral understanding of AI/LLM concepts, limitations, and risks

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