Infrastructure Engineering Advisor-M365 Copilot

We are seeking a highly skilled and motivated M365 Copilot Support Engineer to join our team. This role will be responsible for working on support tickets, providing engineering support for the M365 Copilot product, and collaborating with other technical teams to ensure seamless integration and functionality. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for customer service.

Role & responsibilities

• Handle and resolve support tickets related to M365 Copilot, ensuring timely and effective solutions.
• Provide engineering support for the M365 Copilot product, including troubleshooting, and resolving technical issues.
• Work closely with other technical teams to ensure seamless integration and functionality of M365 Copilot within the broader Microsoft 365 ecosystem.
• Maintain and update technical documentation, including knowledge base articles, troubleshooting guides, and training materials.
• Engage with customers to understand their needs and provide exceptional support, ensuring high levels of customer satisfaction.
• Identify opportunities for process improvements and contribute to the development of best practices for M365 Copilot.

Preferred candidate profile

Education:

• Bachelors degree in data science, Computer Science, Information Technology, or a related field
• Overall, 11-13 years of experience required

Experience:

• Minimum of 3 years of experience in a technical support or engineering role, preferably with experience in Microsoft 365 products.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills, with the ability to think creatively and develop innovative solutions.
• Ability to work effectively in a team environment and collaborate with cross-functional teams

Skills:

• Familiarity with IT service management (ITSM) tools such as Service Now and processes.
• Certifications in Microsoft 365 or related technologies.
• Experience with AI technologies such as M365 Copilot or other GenAI.