Microsoft 365 Tier 3 Support Engineer (Executive Collaboration Services)

CONCEPT SOLUTIONS LLC•Washington, DC, DC

6h•$95,000 - $102,000•Onsite

About The Position

Concept Solutions is seeking an experienced Microsoft 365 Tier 3 Support Engineer with expertise in Exchange Online, Microsoft Teams, and Microsoft 365 Applications to join our team supporting the Federal Aviation Administration (FAA) Infrastructure & Operations (I&O) Directorate. In this highly visible role, you will provide white-glove Tier 3 support to FAA executives and executive support staff while helping maintain the collaboration platforms that serve more than 60,000 FAA employees and contractors. You'll work with cutting-edge Microsoft technologies, AI-enabled tools, automation, and enterprise-scale collaboration services, partnering with Microsoft, engineering teams, and stakeholders across the organization to deliver exceptional customer experiences.

Requirements

Bachelor’s degree in Business Management, Computer Science, or IT Management
5+ years of experience in Configuration Management, Change Management, or a closely related IT discipline
Proven experience providing Tier 3 support to executive leadership.
Experience delivering Tier 3 support in a large enterprise environment supporting at least 2,000 users.
Advanced troubleshooting experience with Microsoft 365, including: Exchange Online, Outlook Web Access (OWA), Microsoft Teams, Microsoft 365 applications
Demonstrated ability to own complex technical issues from initial investigation through full resolution.
Experience coordinating ticket escalations with vendors and multiple IT teams in a large enterprise.
Ability to communicate effectively with senior executives and their support staff.
Excellent written, verbal, and interpersonal communication skills with the ability to work independently and collaboratively.
Proven commitment to maintaining high levels of service availability and customer satisfaction.
Strong analytical and troubleshooting skills utilizing a variety of tools, including AI technologies, to identify root causes, develop workarounds, and implement solutions.
Experience developing and maintaining PowerShell scripts.
Experience using Microsoft troubleshooting tools, including MFCMAPI.
Experience identifying process improvements and automation opportunities.
Ability to effectively manage multiple priorities in a fast-paced, dynamic environment.
Strong attention to detail with the ability to work independently.
Collaborative, proactive, team-first mindset.
Customer-focused with a demonstrated track record of delivering exceptional service.
Experience with ServiceNow, including reporting capabilities.

Nice To Haves

Experience with Microsoft Power BI, Power Apps, and Power Automate to support reporting and automation initiatives.
Previous experience supporting a government agency.
Familiarity with FAA operational processes and Microsoft 365 governance frameworks.
Advanced proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
Experience supporting Google Workspace environments.

Responsibilities

Provide shift-based, white-glove Tier 3 support for FAA Executives and Executive support teams, including Executive Assistants and Executive IT support staff, resolving both routine and complex collaboration platform issues.
Troubleshoot and resolve advanced issues involving: Microsoft Exchange Online and Outlook Web Access (OWA), Microsoft Teams, Microsoft 365 applications (including Planner and Whiteboard), Integrated Power Platform solutions, Google Gemini, Google NotebookLM and related collaboration technologies.
Serve as the primary owner of complex support incidents by coordinating timely escalations to internal engineering teams, Microsoft, other technology vendors, and FAA support organizations while maintaining clear communication and visibility through resolution.
Provide ongoing Tier 3 support for both executive and non-executive users.
Create, review, update, and maintain support documentation, including Standard Operating Procedures (SOPs), Work Instructions, Knowledge Base Articles (KBAs), and Job Aids.
Develop, maintain, and enhance scripts supporting operational processes.
Identify opportunities to improve support workflows through automation and process enhancements.
Document and present new issues, resolutions, and best practices to the broader support organization.
Develop and maintain ServiceNow reports.
Support Collaboration Services initiatives, projects, planned testing, and ad hoc operational requirements.
Participate in rotating weekend on-call system checks as needed.