Enterprise Copilot Support Engineer (Microsoft 365)

Addison Group; Dothan (AL); On-site; USD 62,000 - 76,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Job summary

Addison Group is seeking a Microsoft Copilot App Support Specialist to join an Enterprise AI team in Houston, providing frontline support for Microsoft 365 Copilot across a large enterprise environment. This long-term contract position emphasizes troubleshooting, incident resolution, and collaboration with AI engineers to implement fixes.

You will resolve Tier 1 and 2 incidents, document resolutions, and guide end users through Copilot features.

Qualifications

• Hands-on experience supporting Microsoft 365 Copilot in an enterprise/corporate environment.
• Experience troubleshooting Copilot-related user issues, incidents, access/permissions, configuration, and functionality.
• 2+ years of experience in application support, technical support, IT support, or a similar technical troubleshooting role.
• Strong experience within the Microsoft 365 ecosystem, including Teams, SharePoint, OneDrive, Outlook, and Office applications.
• Experience providing Tier 1/Tier 2 support and escalating complex technical issues when necessary.
• Strong troubleshooting and root-cause analysis skills.
• Experience working within an incident/ticket management environment.
• Strong written and verbal communication skills with the ability to work directly with end users and technical teams.
• Ability to clearly document technical issues, resolutions, and support procedures.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for Microsoft 365 Copilot.
• Troubleshoot Copilot functionality, user access, permissions, authentication, configuration, integrations, and application behavior.
• Respond to support requests and work directly with end users to diagnose and resolve technical issues.
• Own incidents and support tickets through resolution, providing clear and timely communication to users.
• Escalate complex issues to AI engineering, development, infrastructure, security, or other technical teams as appropriate.
• Investigate recurring Copilot issues and assist with identifying root causes and long-term solutions.
• Document incidents, resolutions, known issues, troubleshooting procedures, and escalation paths.
• Assist with testing and validating fixes, enhancements, updates, and new Copilot capabilities.
• Provide technical guidance to users on Microsoft Copilot functionality and usage.
• Collaborate closely with AI engineers and other technical teams as new AI capabilities are introduced.
• Identify opportunities to improve and automate support processes.
• Where applicable, leverage scripting or development skills to troubleshoot issues, automate repetitive tasks, or assist with minor technical enhancements.

Skills

Microsoft 365 Copilot

Troubleshooting

Incident management

End-user support

Communication

Tools

PowerShell

Python

Power Platform

Power Automate

Azure

Entra ID

Job description

Addison Group is seeking a Microsoft Copilot App Support Specialist to join an Enterprise AI team in Houston, providing frontline support for Microsoft 365 Copilot across a large enterprise environment. This long-term contract position emphasizes troubleshooting, incident resolution, and collaboration with AI engineers to implement fixes.

You will resolve Tier 1 and 2 incidents, document resolutions, and guide end users through Copilot features.