Microsoft 365; M365 Support Engineer, Mid-Level

Microsoft 365 (M365) Support Engineer, Mid-Level

Fully Remote

Client First Technologies currently is seeking a Microsoft (M365) Support Engineer (Mid-level) in support of our government customer. The M365 Support Engineer (Mid-level) will deliver Tier 2/Tier 3 operational support for a large Microsoft 365 enterprise environment operating in a hybrid architecture. This role supports day-to-day incident and service request resolution across Exchange Online, One Drive, SharePoint Online, Teams, and related Microsoft 365 services, including support for encryption troubleshooting and Purview/eDiscovery operational tasks as required.

The engineer works within an SLA-driven Service Now queue, collaborates with senior engineers on escalations, and contributes to documentation and continuous improvement activities.

In order to provide 24x7x365 service desk coverage,

Must be willing to work weekends

Must be willing to work 8-hour or 10-hour shifts in the evening and overnight

Shifts may vary

Hours will be 40 hours/week

This is a full-time, remote position. CFT offers a full benefits package, a collaborative work environment and a strong company culture. Veterans and military spouses are encouraged to apply.

• Resolve incidents and service requests in the M365 support queue (Service Now), meeting established SLA response and resolution requirements; accurately document troubleshooting steps and outcomes
• Provide technical support across Exchange Online, SharePoint Online, One Drive for Business, Microsoft Teams, and other Microsoft 365 applications; escalate complex issues with thorough notes and evidence
• Perform routine hybrid identity and messaging administration tasks (e.g., mailbox/shared mailbox provisioning, distribution groups/M365 groups, licensing assignments) in environments where on-prem AD remains authoritative
• Execute standard administrative actions using Power Shell and approved tools for bulk updates, reporting, and operational tasks; follow change/control practices
• Support monitoring and alert response activities by validating alerts, performing initial triage, and implementing standard remediation steps; assist senior engineers with deeper root cause analysis as assigned
• Troubleshoot common to intermediate messaging and encryption issues (e.g., spanning AIP/RMS/S/MIME) and coordinate with senior staff for advanced remediation
• Support SharePoint Online and One Drive operational tasks including permissions, sharing configuration, sync/sign-in issues, ownership/access troubleshooting, and basic data recovery in accordance with policy
• Support Microsoft Teams operational tasks including user configuration, collaboration issues, and basic administration/troubleshooting of Teams-connected services
• Assist with Microsoft Purview/eDiscovery operational support (e.g., helping prepare searches/collections/exports under established procedures, supporting chain-of-custody documentation as directed)
• Restore lost/deleted mailbox items when authorized and follow established procedures for secure handling of recovered data
• Contribute to Standard Operating Procedures (SOPs), knowledge articles, and runbooks; propose pragmatic process improvements that reduce repeat tickets and improve service quality

• Minimum of three (3) years of overall IT experience, with a minimum of two (2) years supporting Microsoft 365 services in an enterprise environment
• Demonstrated experience supporting multiple M365 workloads (Exchange Online, SharePoint Online, One Drive, Teams) and navigating incident/service request workflows
• Working knowledge of hybrid identity concepts (Entra /Azure AD with on-prem AD) and routine administrative tasks in hybrid M365 environments
• Intermediate troubleshooting skills with Exchange Online and client access issues; familiarity with mail flow concepts and common collaboration platform failures
• Experience using Power Shell for standard administration and bulk actions (basic scripting/command execution; deeper automation a plus)
• Familiarity with email encryption and troubleshooting related technologies and protocols (e.g., AIP/RMS/S/MIME), with ability to follow established remediation runbooks and escalate appropriately
• Experience working in regulated environments and adhering to security/compliance requirements and change practices
• Familiarity with Entra  B2B collaboration and troubleshooting common access/authentication issues
• Experience supporting SharePoint Online permissions, libraries, and basic workflow troubleshooting (Power Automate) and/or Teams-integrated collaboration
• Microsoft certifications (preferred): MS-102, Teams Administrator Associate, messaging/identity/security fundamentals, or ITIL Foundation

• Must be able to sit and stand for extended periods of time
• Occasional travel and overtime may be required

• This position is subject to a government background investigation and must meet eligibility for a position designated with Moderate Risk…