Microsoft 365 Tier 3 Support Engineer

Microsoft 365 Administrator (Exchange Online and Teams)

Concept Solutions is seeking a Microsoft 365 Administrator (Exchange Online and Teams) that is responsible for administering, supporting, and optimizing Microsoft 365 services across the FAA's large-scale enterprise environment serving approximately 60,000 users. This role provides advanced technical expertise for Exchange Online, Teams, and related collaboration platforms. The analyst ensures service reliability, drives process improvements, authors high-quality documentation, and provides Tier-3 support for complex issues.

This position may require participation in a 24x7 rotational on-call support schedule.

• Administer and support Microsoft 365 services, including Exchange Online, Teams, and other Collaboration Services applications
• Process service requests and resolve incidents in a timely and customer-focused manner
• Provide Tier-3 and ad hoc technical support for Collaboration Services in a large enterprise environment
• Perform expert troubleshooting, escalation, and resolution of complex issues across internal teams and vendors
• Support the Google Workspace integration into the environment

• Create, review, and maintain SOPs, work instructions, troubleshooting steps, and knowledge-based articles
• Identify gaps in support workflows and recommend automation opportunities and service improvements
• Document and present technical resolutions and support procedures to the broader support team

• Utilize M365 tools such as Power BI, Power Apps, and Power Automate to support reporting and automation requirements
• Use Power Shell to develop and maintain scripts for administrative and automation tasks
• Develop and maintain Service Now reports

• Use enterprise support tools, including Exchange Admin Center (EAC), Teams Admin Center (TAC), and Service Now
• Participate in a 24x7 rotational on-call support schedule, including weekends and holidays, as required

• Bachelor's degree in Business Management, Computer Science, or IT Management
• 5+ years of experience in M365 administration (Exchange Online, Teams, related services)
• Troubleshooting and escalation management
• Documentation and knowledge management
• Automation tools (Power Automate, Power Shell)
• Customer service and communication
• Process improvement and service optimization
• Proficiency in technical writing (SOPs, KB articles, instructional guides)
• Strong communication and collaboration skills with the ability to work both independently and in a team environment
• Demonstrated ability to take ownership of complex issues through full lifecycle resolution

• Experience with Service Now reporting
• Familiarity with FAA operational processes and M365 governance frameworks

• Primary
  
  Location:
  
  Washington, DC
• Schedule:
  
  Monday through Friday, core hours 9:00 AM to 3:00 PM local time
• Telework may be permitted when determined to be in the best interest of the Government
• FAA Personnel Suitability clearance required (AMS 3.14-2)

$ 100K to $109K