Microsoft 365 Support Engineer, Tier 3 – Executive Collaboration Services

Concept Solutions, LLC

. Provide shift-based, white-glove Tier 3 support for FAA executives and executive support teams .

Posted 9/15/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 - $109,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced troubleshooting and Tier 3 support capabilities for Microsoft 365 applications and collaboration platforms, with a strong focus on customer satisfaction and process improvement. Proven ability to communicate effectively with senior executives and manage complex technical issues in a large enterprise environment.

Highest-signal resume keywords

Tier 3 SupportMicrosoft 365 TroubleshootingPowerShell ScriptingServiceNow ReportingFAA Personnel Suitability Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft 365 ApplicationsExchange OnlineOutlook Web AccessMicrosoft TeamsCollaboration TechnologiesConfiguration ManagementChange ManagementAdvanced TroubleshootingProcess ImprovementAutomation

Soft Skills

Effective CommunicationAnalytical SkillsAttention to DetailCustomer FocusTeam Collaboration

Tools & Technologies

ServiceNowMFCMAPIPower BIPower AppsPower Automate

Industry Keywords

FAA Operational ProcessesGovernment Agency SupportCollaboration ServicesExecutive SupportLarge Enterprise Environment

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide shift-based, white-glove Tier 3 support for FAA executives and executive support teams
Resolve routine and complex collaboration platform issues
Troubleshoot advanced issues involving Exchange Online, Outlook Web Access, Microsoft Teams, Microsoft 365 applications, Planner, Whiteboard, Power Platform solutions, Google Gemini, Google NotebookLM, and related collaboration technologies
Own complex support incidents and coordinate escalations to internal engineering teams, Microsoft, technology vendors, and FAA support organizations
Maintain clear communication and visibility through incident resolution
Provide ongoing Tier 3 support for executive and non-executive users
Create, review, update, and maintain SOPs, Work Instructions, KBAs, and Job Aids
Develop, maintain, and enhance scripts supporting operational processes
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
Work with Microsoft, engineering teams, and organizational stakeholders to support collaboration platforms serving more than 60,000 FAA employees and contractors

Requirements

What you’ll need

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
FAA Personnel Suitability Clearance required
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, and 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
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
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
Preferred: Experience with Microsoft Power BI, Power Apps, and Power Automate
Preferred: Previous experience supporting a government agency
Preferred: Familiarity with FAA operational processes and Microsoft 365 governance frameworks
Preferred: Advanced proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint
Preferred: Experience supporting Google Workspace environments

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Life insurance
Comprehensive 401(k) plan with matching and immediate vesting
Career development
Positive culture centered on innovation and engagement
Workplace diversity