Tier 3 Support Engineer – Microsoft 365, 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 • Washington • 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, including Exchange Online and Microsoft Teams, while effectively managing complex technical issues and enhancing operational processes through automation. Proven ability to communicate with senior executives and deliver exceptional customer service in a large enterprise environment.

Highest-signal resume keywords

Tier 3 SupportMicrosoft 365 ApplicationsPowerShell ScriptingServiceNow ReportingConfiguration Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced TroubleshootingMicrosoft Exchange OnlineOutlook Web AccessMicrosoft TeamsMicrosoft 365 ApplicationsPowerShell ScriptingMFCMAPIProcess ImprovementAutomation OpportunitiesConfiguration Management

Soft Skills

Effective CommunicationAttention to DetailCollaborative MindsetCustomer-FocusedAnalytical Skills

Tools & Technologies

ServiceNowMicrosoft Power BIPower AppsPower AutomateGoogle Workspace

Certifications & Qualifications

FAA Personnel Suitability Clearance

Industry Keywords

Executive SupportIT ManagementChange ManagementGovernment Agency SupportFAA Operational Processes

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
Troubleshoot and resolve advanced issues involving Exchange Online, Outlook Web Access, Microsoft Teams, Microsoft 365 applications, Planner, Whiteboard, integrated Power Platform solutions, Google Gemini, and Google NotebookLM
Serve as primary owner of complex support incidents
Coordinate escalations to internal engineering teams, Microsoft, technology vendors, and FAA support organizations
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
Support collaboration platforms serving more than 60,000 FAA employees and contractors
Partner with Microsoft, engineering teams, and organizational stakeholders to deliver exceptional customer experiences

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
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
FAA Personnel Suitability Clearance required
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
Positive culture centered on innovation, engagement, and career development