Microsoft 365 Tier 3 Support Engineer

CONCEPT SOLUTIONS; Washington (District of Columbia); Hybrid; USD 100,000 - 109,000; Full time

Job summary

Concept Solutions seeks a Microsoft 365 Administrator (Exchange Online and Teams) to manage, support, and optimize Microsoft 365 services for a large-scale FAA environment with ~60,000 users. The role provides Tier-3 support, drives process improvements, and authors documentation.

On-call rotations may apply, with primary location in Washington, DC. This position emphasizes strong collaboration, troubleshooting, and automation using PowerShell, Power Automate, and Power BI to ensure service

Qualifications

• Bachelor's degree in IT-related field.
• 5 years of M365 administration experience.
• Strong troubleshooting and escalation management.
• Excellent documentation and knowledge management skills.
• Experience with automation tools like Power Automate.
• Strong customer service and communication skills.
• Process improvement and service optimization abilities.
• Proficiency in writing SOPs, KB articles, and instructional guides.

Responsibilities

• Administer and support Microsoft 365 services, including Exchange Online and Teams.
• Process service requests and resolve incidents promptly and customer-focused.
• Provide Tier-3 support for Collaboration Services in a large enterprise.
• Troubleshoot and resolve complex issues across internal teams and vendors.
• Support Google Workspace integration within the environment.
• Create, review, and maintain SOPs and knowledge articles.
• Develop PowerShell scripts and Power Automate workflows for automation.
• Develop and maintain ServiceNow reports and use EAC/TAC for administration.

Skills

M365 administration

Exchange Online

Teams

Troubleshooting

Documentation

Automation

PowerShell

Power Automate

Customer service

On-call support

Education

Bachelor's degree

Tools

Exchange Admin Center

Teams Admin Center

ServiceNow

PowerShell

Job description

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.

M365 Administration & Support

• 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

Documentation & Process Improvement

• 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

Automation & Reporting

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

Enterprise Tools & On-Call Support

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

Requirements

• 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, PowerShell)
• 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

Preferred Qualifications

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

Salary: $ 100K to $109K

Work Location and Schedule

• 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)

Company Profile

Founded in 1999 and headquartered in Reston, Virginia, Concept Solutions, LLC (CS) is a leading small business in technology, engineering, and management consulting. We are the innovative and agile force behind strategic solutions that enhance organizational efficiency and safeguard our nation across Aerospace, Defense, and National Security sectors.

For over 25 years, CS has been a trusted partner for the Federal Aviation Administration (FAA), Department of Homeland Security (DHS), Department of Justice (DOJ), Department of Defense (DoD) and other federal agencies delivering vital IT, security, and project management services.

Our commitment to excellence is reflected in our adherence to CMMI-DEV ML3, ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001-1:2013 standards. CS boasts company highlights that include:

• Over two decades of experience across over $300 million in contract awards supporting critical FAA programs
• Multiple contract vehicles providing opportunities across FAA, DoD, NOAA, and other Federal agencies
• Innovation Council - CS maintains an active Internal Research and Development (IR&D) program that is geared towards identifying emerging technologies and pursuing technological innovations

At CS, we know our success stems from our talented team. That's why we prioritize the wellbeing and growth of our employees, fostering a positive culture centered on innovation, engagement, and career development.

Benefits: Concept Solutions offers a competitive benefits and salary package you would receive from a large company. We offer health, dental, vision and life insurance, as well as a comprehensive 401(k) plan with matching and immediate vesting.

Concept Solutions is an Equal Opportunity Employer, and we value workplace diversity. We invite resumes from all interested parties and consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status. Concept Solutions is a VEVRAA federal contractor, and we request priority referral of veterans for available positions.