Microsoft 365 Enterprise Solutions Engineer

L3 Ticket Resolution & Escalation

• Resolve routine L3 tickets independently where SOPs or documented procedures exist
• For tickets without established SOPs, investigate, gather context, and attempt resolution based on M365 platform knowledge escalating to leadership when technical complexity, licensing decisions, or business engagement is required
• Sort and route incoming escalations from L1/L2
• Monitor aged ticket queues

Knowledge Capture & Documentation

• Systematically document tribal knowledge and ticket resolutions as ServiceNow KB articles and internal SOPs
• Expand the existing documentation foundation
• Reduce L1/L2 escalation volume by closing knowledge gaps across the full M365 platform including Power Platform, Copilot Studio, SharePoint, Teams, AvePoint, licensing processes, and governance procedures

BAU Governance & Administration

• Actively work governance items across the M365 Workstream Tracker, the M365 Governance SharePoint list, and the Power Platform & Copilot Governance SharePoint list including researching, developing plans, creating documentation, and implementing changes once peer-reviewed by pillar leads and approved through change board, under Janine and Moussa’s guidance
• Monitor and action AvePoint governance operations
• Monitor Purview governance tasks
• Monitor the Microsoft Message Center for new features and capabilities rolling out to the tenant, assess impact, and provide recommendations to leadership for action decisions
• Coordinate ITAM license reservations
• Monitor tenant storage trends and escalate to leadership when a purchase decision is needed

Strategic Project Support

• Provide execution support on strategic projects as directed by leadership researching, gathering data, coordinating tasks, tracking action items, and executing implementation steps as assigned

Qualifications

• M365 platform administration experience across SharePoint Online, Teams, OneDrive, Exchange, and Power Platform in a large enterprise environment (10,000+ users preferred)
• Power Platform administration including Power Apps, Power Automate, Copilot Studio, DLP policies, and environment provisioning
• AvePoint Cloud Governance experience or similar workspace lifecycle management tooling
• Microsoft Purview familiarity DLP, Sensitivity Labels, Retention Policies
• Entra ID (Azure AD) working knowledge security groups, dynamic groups, app registrations
• ServiceNow ticket management and KB article authoring
• Strong documentation skills ability to create SOPs, technical procedures, and knowledge base articles that are clear and actionable for L1/L2 audiences
• Excel proficiency for tracker maintenance, data analysis, and reporting
• Ability to independently investigate and troubleshoot M365 platform issues, assess impact, and formulate recommendations
• Strong written communication this role communicates via email, Teams, and ServiceNow with stakeholders across global BUs
• Ability to work asynchronously with a US-based team, with some overlap hours required
• Multi-geo M365 tenant experience is a plus

Pay

The hourly rate is $60-$70 per hour.