Microsoft 365 Collaboration Engineer | Tier 3 Incident Response

Think Consulting

Atlanta (GA)

On-site

USD 110,000 - 140,000

Full time

6 days ago

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Job summary

Think Consulting is seeking a Microsoft 365 Collaboration Engineer to support and optimize enterprise collaboration services including SharePoint Online, Microsoft Teams, OneDrive for Business, Exchange Online, and Office applications. The role emphasizes platform stability, incident management, and delivering an exceptional end-user experience across the Microsoft 365 ecosystem.

You will perform Tier 2/3 support, participate in on-call rotations, collaborate with internal teams and Microsoft

Qualifications

Bachelor's degree in computer science, information systems, engineering, or a related technical field.
3+ years of Microsoft 365 engineering or administration experience.
Strong experience supporting SharePoint Online, Teams, OneDrive for Business, Exchange Online, and Office Applications.
Experience providing Tier 2/Tier 3 support within enterprise environments.
Experience working with ServiceNow or similar ITSM/ticketing platforms.
Strong troubleshooting and problem-resolution skills.
Experience supporting production environments with on-call responsibilities.
Ability to work effectively across technical and business teams.

Responsibilities

Provide Tier 3 operational support for Microsoft 365 collaboration services.
Participate in on-call support rotations and act as an escalation point for critical incidents.
Investigate, troubleshoot, and resolve complex issues across Teams, SharePoint, OneDrive, Exchange Online, and related services.
Monitor platform health, service alerts, and performance metrics to proactively identify issues.
Perform root cause analysis and implement corrective actions to prevent recurring incidents.
Manage incidents, service requests, and escalations through ServiceNow and other ITSM platforms.
Partner with Microsoft Support and internal engineering teams to resolve critical service issues.
Support production changes, deployments, and platform enhancements.
Create and maintain technical documentation, operational procedures, and knowledge base articles.
Analyze ticket trends and operational metrics to identify automation and optimization opportunities.
Communicate service updates, outages, and maintenance activities to stakeholders.
Maintain operational dashboards and reporting to ensure service visibility and SLA compliance.