Senior Microsoft Copilot Support Engineer

Smart IT Frame LLC; Brasil; Remote; BRL 660,000 - 881,000; Part time

Job summary

Smart IT Frame LLC seeks a Senior Microsoft Copilot Support Engineer to resolve escalations across Microsoft 365 Copilot, Copilot Chat, and Copilot Studio for a global media organization. You own L2/L3 troubleshooting, licensing issues, and Microsoft escalations with RCA ownership.

This remote LATAM contract role requires 8 years in Microsoft 365 administration and 2 years in Copilot administration, plus knowledge of connectors (Google Gemini), RBAC, and Power Automate.

Qualifications

• 8 years of Microsoft 365 administration and support including Entra ID, Exchange Online, SharePoint, OneDrive and Teams.
• 2 years hands-on Microsoft 365 Copilot and Copilot Studio administration and troubleshooting.
• Strong knowledge of Copilot agents, connectors, plugins, MCP OAuth and API permissions.
• Group-based licensing, RBAC and admin roles.
• Power Automate, Microsoft Graph and PowerShell.
• Working knowledge of Google Gemini Enterprise connector configuration.
• ServiceNow ITSM with experience escalating to Microsoft support.
• Strong troubleshooting, communication and documentation skills.

Responsibilities

• Act as the L2/L3 escalation point for Microsoft 365 Copilot, Copilot Chat, Copilot Studio, and Copilot agent issues with full ownership through resolution and RCA.
• Troubleshoot Copilot Studio agents publishing and approval failures, authentication actions, knowledge sources, environments and ownership changes.
• Resolve Copilot licensing, access, and Copilot Credits issues using group-based licensing and security groups.
• Troubleshoot Copilot connectors and integrations (Confluence, Jira, Google Drive, ServiceNow) including identity mapping, permissions and indexing.
• Raise and manage Microsoft support cases end to end with complete diagnostic data.
• Configure and support Google Gemini Enterprise connectors and user access.
• Manage incidents and requests in ServiceNow within SLA with clear work notes.
• Automate access and reporting with Power Automate, Microsoft Graph and PowerShell.
• Maintain SOPs, runbooks and knowledge articles; mentor junior engineers.

Skills

Microsoft 365 administration

Entra ID

Exchange Online

SharePoint

OneDrive

Teams

Copilot administration

Copilot Studio administration

Group-based licensing

RBAC and admin roles

Power Automate

Microsoft Graph

PowerShell

Google Gemini Enterprise connector

ServiceNow ITSM

Microsoft support escalation

Troubleshooting and documentation

Job description

Role: Senior Microsoft Copilot Support Engineer

Location: LATAM (Remote)

Mode: Contract

About the Role

We are looking for a Senior Microsoft Copilot Support Engineer to resolve issues across Microsoft 365 Copilot Copilot Chat and Copilot Studio agents for a large global media and entertainment organization The role owns L2L3 troubleshooting Copilot administration and Microsoft escalations with working knowledge of Google Gemini Enterprise connectors

Key Responsibilities

• Act as the L2L3 escalation point for Microsoft 365 Copilot Copilot Chat Copilot Studio and Copilot agent issues with full ownership through resolution and RCA
• Troubleshoot Copilot Studio agents publishing and approval failures authentication actions knowledge sources environments and ownership changes
• Resolve Copilot licensing access and Copilot Credits issues using groupbased licensing and security groups
• Troubleshoot Copilot connectors and integrations eg Confluence Jira Google Drive ServiceNow including identity mapping permissions and indexing
• Raise and manage Microsoft support cases end to end with complete diagnostic data
• Configure and support Google Gemini Enterprise connectors and user access
• Manage incidents and requests in ServiceNow within SLA with clear work notes
• Automate access and reporting with Power Automate Microsoft Graph and PowerShell
• Maintain SOPs runbooks and knowledge articles mentor junior engineers

Required Skills

• 8 years of Microsoft 365 administration and support Entra ID Exchange Online SharePoint OneDrive Teams
• 2 years of handson Microsoft 365 Copilot and Copilot Studio administration and troubleshooting
• Strong knowledge of Copilot agents connectors pluginsMCP OAuth and API permissions
• Groupbased licensing RBAC and admin roles
• Power Automate Microsoft Graph and PowerShell
• Working knowledge of Google Gemini Enterprise connector configuration
• ServiceNow ITSM and experience escalating to Microsoft support
• Strong troubleshooting communication and documentation skills

Good to Have

• Exposure to Claude Claude Enterprise Claude Code administration or connectors
• Power Platform administration environments DLP and Microsoft Purview
• Certifications MS102 SC300 PL200

Key Skills

Microsoft 365 Copilot Copilot Studio Copilot Agents Copilot Connectors Microsoft 365 Administration Entra ID Power Automate PowerShell Microsoft Graph ServiceNow Gemini Enterprise Claude Good to have