SharePoint Online Support Engineer (Puerto Rico)

RTX•Santa Isabel, PR

4d•Remote

About The Position

RTX Enterprise Services is hiring a SharePoint Online Support Engineer for its Digital Experience & Collaboration organization in Santa Isabel, Puerto Rico. The organization delivers and sustains enterprise-level services and works with business and functional partners to support collaboration through a variety of tools and platforms. This position is designated remote, with the successful candidate required to live in Puerto Rico and potentially travel to the Santa Isabel site as needed. U.S. citizenship is required because access to information under the program or contract is restricted to U.S. citizens. No security clearance is required. The engineer provides support for SharePoint Online, OneDrive, Power Apps, Power Automate, and Copilot. The role includes troubleshooting, user guidance, documentation, ticket and incident management, site and application configuration and maintenance, and coordination with internal technology teams and Microsoft Support. The position participates in rotational on-call support and scheduled weekend coverage, including Saturdays and Sundays. Daily work is guided by written work instructions available in English only.

Requirements

A university degree or equivalent experience and a minimum of 2 years of relevant experience, or an advanced degree in a related field and a minimum of 1 year of experience.
Experience troubleshooting and supporting SharePoint Online and OneDrive in an enterprise environment.
Experience building, configuring, troubleshooting, and maintaining Power Apps and Power Automate flows.
Experience working with Microsoft Teams.
Experience with Microsoft Entra ID (Azure), including identity and access troubleshooting.
U.S. citizenship is required.
Must currently live in Puerto Rico.

Nice To Haves

Familiarity with AIP (Azure Information Protection), Purview, file labeling, DLP, and encryption.
Microsoft GCC High experience.
Client-side development experience with JavaScript, HTML, CSS, and frameworks such as React or SPFx.
Experience with Microsoft Copilot and ServiceNow.
PowerShell scripting experience.
ShareGate migration experience.
Experience working with M365 architecture and administration.

Responsibilities

Troubleshoot and resolve issues related to SharePoint Online, OneDrive, Power Apps, Power Automate, and Copilot.
Provide technical guidance and assistance to users and create or update support documentation, including how-to guides and knowledge base articles.
Host office hours and knowledge-sharing sessions to provide advanced troubleshooting assistance, promote best practices, and support user adoption.
Monitor SharePoint Online, OneDrive, and Copilot ticket queues and respond to incidents and service requests in a timely manner.
Manage ServiceNow incidents, escalations, and knowledge base articles, and serve as a lead technical subject matter expert for Tier 3+ issues.
Coordinate with Digital Technology teams, including Architecture, Network, and Identity, to troubleshoot complex issues and recommend solutions.
Build, configure, customize, troubleshoot, and maintain SharePoint Online sites, Power Apps, and Power Automate flows.
Work with Microsoft Support to investigate and resolve escalated issues, including service degradation and product-related incidents.
Participate in rotational on-call support and scheduled weekend coverage, including Saturdays and Sundays, to support critical incidents and maintain service availability.
Follow written work instructions for daily job activities; the instructions are available in English only.