White-Glove Microsoft 365 Tier-3 Support Engineer

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

Job summary

Concept Solutions, LLC is seeking an experienced Microsoft 365 Tier 3 Support Engineer to support FAA Infrastructure & Operations. You will provide white-glove Tier 3 support to FAA executives and executive staff, resolving complex collaboration platform issues and maintaining critical services for 60,000+ users.

You will troubleshoot Exchange Online, Outlook/OWA, Teams, and 365 apps, develop automation, scripts, and SOPs, and coordinate escalations with vendors and internal teams in a large

Qualifications

• Bachelor's degree in a relevant IT field or business tech management.
• 5+ years of IT configuration/change management or related discipline.
• Experience delivering Tier 3 support to executive leadership.
• Experience supporting large enterprises with 2,000+ users.
• Advanced troubleshooting in Microsoft 365 suite (Exchange Online, OWA, Teams, 365 apps).
• Ability to own complex issues from investigation to resolution.
• Experience coordinating vendor and internal escalations in a large org.
• Strong written and verbal communication for executives and staff.

Responsibilities

• Provide shift-based, white-glove Tier 3 support for FAA executives and staff, resolving complex issues.
• Troubleshoot Exchange Online, OWA, Teams, and 365 apps, including Planner and Whiteboard.
• Coordinate escalations to engineering, Microsoft, vendors, and FAA teams with clear updates.
• Develop and maintain SOPs, KBAs, and job aids for the support org.
• Create, review, and improve automation scripts and workflows.
• Develop and maintain ServiceNow reports for operations and governance.
• Support ongoing Collaboration Services initiatives and ad hoc requirements.
• Participate in rotating weekend on-call checks as needed.

Skills

Microsoft 365

Tier 3 support

Exchange Online

Microsoft Teams

PowerShell

ServiceNow

Automation

AI tools

Education

Bachelor's degree in IT/CS

Tools

PowerShell

MFCMAPI

Power BI

ServiceNow reporting

Job description

Concept Solutions, LLC is seeking an experienced Microsoft 365 Tier 3 Support Engineer to support FAA Infrastructure & Operations. You will provide white-glove Tier 3 support to FAA executives and executive staff, resolving complex collaboration platform issues and maintaining critical services for 60,000+ users.

You will troubleshoot Exchange Online, Outlook/OWA, Teams, and 365 apps, develop automation, scripts, and SOPs, and coordinate escalations with vendors and internal teams in a large