Exchange & Copilot Operations Support Engineer

CVS Health•Work At Home-Minnesota, MN

4d•$64,890 - $173,040•Remote

About The Position

The Exchange & Copilot Operations Support Engineer plays a critical role in ensuring the reliability, performance, and security of the enterprise Microsoft Exchange environment and Microsoft 365 Copilot services. This role supports daily operations, troubleshooting, service optimization, and user enablement across Exchange Online, hybrid messaging, and Copilot integrations. The ideal candidate brings strong technical depth in Microsoft Exchange, M365 administration, PowerShell, and modern AI-assisted productivity tooling.

Requirements

3–5 years supporting Microsoft Exchange Online and M365 services in an enterprise environment
Proficiency with PowerShell, including scripting for automation and bulk operations
Demonstrated experience with Microsoft 365 administration (Teams, OneDrive, SharePoint, Entra ID)
Strong troubleshooting skills for mail flow, authentication, permissions, and client issues
Experience supporting or deploying Microsoft 365 Copilot or analogous AI/automation systems
Ability to work with enterprise security, compliance, and governance frameworks

Nice To Haves

Experience with Copilot connectors (indexed and federated), MCP, and Graph API concepts
Familiarity with hybrid Exchange environments and directory sync (Entra Connect)
Working knowledge of Power Platform or workflow automation tools
Experience with large-scale enterprise deployments and user enablement programs
Excellent communication, documentation, and stakeholder-management skills

Responsibilities

Provide Tier 2/3 operational support for Exchange Online and hybrid Exchange environments
Troubleshoot mailbox, transport, connectivity, authentication, permissions, and client-side issues
Execute PowerShell-driven workflows for bulk operations, mailbox automation, user lifecycle tasks, migrations, and configuration changes
Monitor service health, message hygiene, queue status, and Exchange Online Protection (EOP) behaviors
Support mailbox migrations (tenant-to-tenant, on-prem to cloud, and cross-platform migrations such as G-Suite/AWS)
Support deployment, configuration, and enablement of Microsoft 365 Copilot, including license validation, feature governance, and readiness tasks
Assist end users and stakeholders in the effective use of Copilot within Teams, Outlook, Word, Excel, Edge, and SharePoint
Troubleshoot issues related to permissions, data access policies, connectors, and Microsoft Graph data dependencies
Support rollout of federated Copilot connectors, ensuring proper governance and visibility controls (MCP-based connectors, admin settings, etc.)
Partner with engineering and product teams to operationalize new Copilot features and AI governance guidelines
Build and maintain operational PowerShell scripts and workflow automations
Participate in development and refinement of automated solutions leveraging Power Platform, SharePoint, and Teams
Identify opportunities to streamline support processes, reduce toil, and enhance user experience
Own complex incident investigations and root-cause analysis for messaging- and AI-related service disruptions
Provide guidance to Service Desk and Tier 1 teams to reduce escalations
Document runbooks, knowledge articles, troubleshooting steps, and operational standards
Work cross-functionally with Security, Identity, Cloud Engineering, and Collaboration teams
Partner with business units to understand Copilot use cases and support adoption initiatives
Communicate effectively with both technical and non-technical audiences