AI Platform Support Engineer

DXC Technology; India; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

DXC Technology is seeking an AI Platform Support Engineer to provide operational support for enterprise AI workplace platforms, including Copilot across Word, Excel, PowerPoint, Outlook, Teams and OneDrive. You will handle licensing, entitlements, and access management, while coordinating with security, compliance, and Power Platform teams.

The role demands 10+ years in IT with 3–5 years in M365 support and user-facing troubleshooting, plus expertise in governance, Dataverse, and AI tooling.

Qualifications

• 10+ years of overall IT experience with 3–5 years in M365 support and ITSM.
• Experience with enterprise collaboration platforms and identity/access management.
• Proficient in troubleshooting for end users and cross-functional coordination.

Responsibilities

• Provide platform support and troubleshooting for Microsoft 365 Copilot across Office apps and Teams.
• Manage licensing, authentication prompts, and entitlement processes.
• Coordinate with Cybersecurity, Legal, Compliance, and Power Platform teams for escalations.
• Create and maintain knowledge articles, FAQs, and adoption content.

Skills

M365 support

ITSM

Claude

enterprise collaboration platforms

identity/access management

user-facing troubleshooting

Power Platform administration

Dataverse

Microsoft Graph awareness

prompt engineering

AI governance

Teams administration

developer tooling support

ticket analytics

RCA

automation

adoption reporting

Education

Bachelor's degree or equivalent (optional)

Tools

Microsoft 365 Copilot

GitHub Copilot

Copilot Studio

ChatGPT Enterprise

Claude platform

Job description

The AI Platform Support Engineer will provide operational support, ticket resolution, knowledge enablement, governance alignment, and cross-functional coordination for enterprise AI workplace platforms. The role bridges end users, collaboration teams, Power Platform teams, security/compliance, developer support teams, and platform owners.

Required Experience - we are looking for overall 10+years of experience with 3–5 relevant Experience in M365 support, ITSM, Claude ,enterprise collaboration platforms, identity/access management, and user-facing troubleshooting is required.

Preferred Skills -Power Platform administration, Dataverse, Microsoft Graph awareness, prompt engineering, AI governance, advanced Teams administration, developer tooling support, ticket analytics, RCA, automation, and adoption reporting.

Key Responsibilities

Platform Support & Troubleshooting

• Support Microsoft 365 Copilot across Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint, and Copilot Chat.
• Troubleshoot Copilot not appearing, blank screens, authentication prompts, license sync delays, feature availability, and app-level errors.
• Separate platform defects, policy restrictions, user configuration issues, and unsupported use cases to avoid unnecessary escalations.

License, Entitlement & Access Management

• Handle provisioning and deprovisioning requests for AI tools including Microsoft 365 Copilot, GitHub Copilot, Copilot Studio, ChatGPT Enterprise, and Claude where supported by the client operating model.
• Support Entra ID group membership validation, license assignment checks, functional account issues, and approval workflow coordination.
• Document common entitlement failure scenarios and create reusable troubleshooting steps for frontline teams.

Copilot Studio, Agents & Power Platform

• Support agent creation, publishing, sharing, Teams channel enablement, knowledge source configuration, and basic connector troubleshooting.
• Identify DLP, Dataverse, Power Platform environment, capacity, connector, or authentication issues that require Power Platform team involvement.
• Create a structured handoff model for cases requiring environment-level changes, DLP review, connector approvals, or Azure / SSO intervention.

Governance, Security & Compliance

• Explain policy-driven limitations such as transcription restrictions, approved AI tools, blocked add-ins, DLP controls, and connector restrictions.
• Coordinate with Cybersecurity, Legal, Compliance, Modern Workplace, Power Platform, and Identity teams for escalations requiring policy decisions.

Knowledge Management & Adoption

• Create and maintain knowledge articles, FAQ pages, standard responses, troubleshooting guides, and self-service enablement content.
• Use ticket trends to identify repeated user education gaps and propose targeted training topics such as prompting, meeting Copilot, licensing, and agent publishing.
• Partner with adoption teams to improve AI literacy, reduce avoidable tickets, and improve end-user confidence