Microsoft 365 Tier 3 Support Engineer (Executive Collaboration Services)

Concept-Solution; Washington (District of Columbia); On-site; USD 95,000 - 102,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with matching

Job summary

Concept Solutions seeks an experienced Microsoft 365 Tier 3 Support Engineer to provide white-glove executive support for FAA executives and staff in Washington, DC. You will manage complex incidents across Exchange Online, Teams, and Microsoft 365 apps, coordinating with Microsoft, vendors, and FAA teams to ensure high availability of collaboration services.

You will develop automation scripts, maintain SOPs and KBAs, and generate ServiceNow reports while delivering exceptional customer service

Qualifications

• Bachelor’s degree in Business Management, Computer Science, or IT Management.
• 5+ years in Configuration/Change Management or related IT discipline.
• Proven experience providing Tier 3 support to executive leadership.
• Experience supporting 2,000+ users in a large enterprise.
• Advanced troubleshooting with Microsoft 365 (Exchange Online, OWA, Teams, 365 apps).
• Ability to own complex issues from investigation to resolution.
• Experience coordinating escalations with vendors and IT teams.
• Excellent communication with executives and support staff.
• Experience developing and maintaining PowerShell scripts.
• Experience with ServiceNow reporting.

Responsibilities

• Provide shift-based, white-glove Tier 3 support for FAA Executives and staff.
• Troubleshoot advanced issues in Exchange Online, Teams, and 365 apps.
• Coordinate complex incidents, escalations, and communication across teams.
• Maintain support documentation, SOPs, KBAs, and job aids.
• Develop and maintain PowerShell scripts to automate workflows.
• Identify opportunities to improve support processes through automation.
• Create and present new issues, resolutions, and best practices.
• Develop and maintain ServiceNow reports.
• Support collaboration services initiatives and testing.
• Participate in rotating weekend on-call as needed.

Skills

Executive-level support

Advanced troubleshooting

Effective communication

Automation mindset

Team collaboration

Education

Bachelor’s degree in IT/CS/Business

Tools

PowerShell

ServiceNow

MFCMAPI

Power BI

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.

• 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.
• Document and present new issues, resolutions, and best practices to the broader support organization.
• Develop and maintain ServiceNow reports.
• Support Collaboration Services initiatives, projects, planned testing, and ad hoc operational requirements.
• Participate in rotating weekend on‑call system checks as needed.

Requirements

We're looking for someone who combines exceptional technical expertise with outstanding customer service and communication skills.

• Bachelor’s degree in Business Management, Computer Science, or IT Management
• 5+ years of experience in Configuration Management, Change Management, or a closely related IT discipline
• Proven experience providing Tier 3 support to executive leadership.
• Experience delivering Tier 3 support in a large enterprise environment supporting at least 2,000 users.
• Advanced troubleshooting experience with Microsoft 365, including:
  • Exchange Online
  • Outlook Web Access (OWA)
  • Microsoft Teams
  • Microsoft 365 applications
• Demonstrated ability to own complex technical issues from initial investigation through full resolution.
• Experience coordinating ticket escalations with vendors and multiple IT teams in a large enterprise.
• Ability to communicate effectively with senior executives and their support staff.
• Excellent written, verbal, and interpersonal communication skills with the ability to work independently and collaboratively.
• Proven commitment to maintaining high levels of service availability and customer satisfaction.
• Strong analytical and troubleshooting skills utilizing a variety of tools, including AI technologies, to identify root causes, develop workarounds, and implement solutions.
• Experience developing and maintaining PowerShell scripts.
• Experience using Microsoft troubleshooting tools, including MFCMAPI.
• Experience identifying process improvements and automation opportunities.
• Ability to effectively manage multiple priorities in a fast‑paced, dynamic environment.
• Strong attention to detail with the ability to work independently.
• Collaborative, proactive, team‑first mindset.
• Customer‑focused with a demonstrated track record of delivering exceptional service.
• Experience with ServiceNow, including reporting capabilities.

Preferred Qualifications

• Experience with Microsoft Power BI, Power Apps, and Power Automate to support reporting and automation initiatives.
• Previous experience supporting a government agency.
• Familiarity with FAA operational processes and Microsoft 365 governance frameworks.
• Advanced proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
• Experience supporting Google Workspace environments.

Location and Schedule

• Location: Washington, DC
• Schedule: Monday through Friday, 9:30 AM – 6:00 PM (local time)
• Security Requirement: FAA Personnel Suitability Clearance required.

Salary: $95K to $102K

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.