Microsoft 365 Tier 3 Support Engineer (Executive Collaboration Services)

Concept Solutions, LLC; Washington (District of Columbia); On-site; USD 100,000 - 109,000; Full time

Job summary

Concept Solutions, LLC is seeking an experienced Microsoft 365 Tier 3 Support Engineer to support FAA Infrastructure & Operations. You will deliver white-glove Tier 3 help to FAA executives and staff, resolving complex collaboration platform issues across Exchange Online, Teams, and 365 apps.

You will own critical incidents, coordinate with internal engineering, Microsoft, and FAA teams, and continuously improve operations with automation and robust documentation. FAA clearance is required.

Qualifications

• Extensive experience delivering Tier 3 support.
• Proficiency with Exchange Online, Teams, and 365 apps.
• Experience with automation and scripting to improve workflows.
• Strong written and verbal communication for executive audiences.
• FAA Personnel Suitability Clearance or ability to obtain is required.

Responsibilities

• Provide shift-based white-glove Tier 3 support for FAA executives and staff.
• Troubleshoot and resolve advanced issues across Microsoft 365 services.
• Coordinate escalations to engineering teams, Microsoft, and FAA support organizations.
• Maintain ongoing Tier 3 support for executive and non-executive users.
• Create and maintain SOPs, KBAs, and job aids for support processes.
• Develop scripts to automate operational workflows and improve efficiency.

Skills

Exchange Online

Microsoft Teams

MS 365 Apps

Power Platform

Automation

Incident management

Executive communication

Job description

Concept Solutions is seeking an experienced Microsoft 365 Tier 3 Support Engineer with expertise in Exchange Online, Microsoft Teams, and Microsoft 365 Applications to join our team supporting the Federal Aviation Administration (FAA) Infrastructure & Operations (I&O) Directorate.

In this highly visible role, you will provide white-glove Tier 3 support to FAA executives and executive support staff while helping maintain the collaboration platforms that serve more than 60,000 FAA employees and contractors. You'll work with cutting-edge Microsoft technologies, AI-enabled tools, automation, and enterprise-scale collaboration services, partnering with Microsoft, engineering teams, and stakeholders across the organization to deliver exceptional customer experiences.

Location and Schedule

• Location: FAA in Washington, DC
• Schedule: 8.5 hours a day with .5 hour for lunch., Monday through Friday, with working hours from 10AM - 6:30PM
• Security Requirement: FAA Personnel Suitability Clearance required.
• Compensation: $ 100K to $109K

• Provide shift-based, white-glove Tier 3 support for FAA Executives and Executive support teams, including Executive Assistants and Executive IT support staff, resolving both routine and complex collaboration platform issues.
• Troubleshoot and resolve advanced issues involving:
  • Microsoft Exchange Online and Outlook Web Access (OWA)
  • Microsoft Teams
  • Microsoft 365 applications (including Planner and Whiteboard)
  • Integrated Power Platform solutions
  • Google Gemini
  • Google NotebookLM and related collaboration technologies
• Serve as the primary owner of complex support incidents by coordinating timely escalations to internal engineering teams, Microsoft, other technology vendors, and FAA support organizations while maintaining clear communication and visibility through resolution.
• Provide ongoing Tier 3 support for both executive and non-executive users.
• Create, review, update, and maintain support documentation, including Standard Operating Procedures (SOPs), Work Instructions, Knowledge Base Articles (KBAs), and Job Aids.
• Develop, maintain, and enhance scripts supporting operational processes.
• Identify opportunities to improve support workflows through automation and process enhancements.alert('test'); (Note: This is an example output based on the provided instruction set. The actual content may vary.)