Overview
We are seeking a Collaboration Engineer to support and enhance enterprise Microsoft 365 collaboration services, including SharePoint Online, Microsoft Teams, OneDrive, Exchange Online, and Office applications. This role is responsible for ensuring platform stability, operational excellence, and an exceptional end-user experience across the Microsoft 365 ecosystem.
The ideal candidate will have strong Microsoft 365 administration and troubleshooting experience, a background in Tier 2/3 support, and a proactive approach to incident management, service health monitoring, and continuous service improvement.
Key Responsibilities
- Provide Tier 3 operational support for Microsoft 365 collaboration services.
- Participate in on-call support rotations and act as an escalation point for critical incidents.
- Investigate, troubleshoot, and resolve complex issues involving Teams, SharePoint, OneDrive, Exchange Online, and related Microsoft 365 services.
- Monitor platform health, service alerts, and performance metrics to proactively identify and resolve issues.
- Perform root cause analysis and implement corrective actions to prevent recurring incidents.
- Manage incidents, service requests, and escalations through ServiceNow and other ITSM platforms.
- Partner with Microsoft Support and internal engineering teams to resolve critical service issues.
- Support production changes, deployments, and platform enhancements.
- Create and maintain technical documentation, operational procedures, and knowledge base articles.
- Analyze ticket trends and operational metrics to identify automation and optimization opportunities.
- Communicate service updates, outages, and maintenance activities to stakeholders.
- Maintain operational dashboards and reporting to ensure service visibility and SLA compliance.
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field.
- 3+ years of Microsoft 365 engineering or administration experience.
- Strong experience supporting:
- SharePoint Online
- Microsoft Teams
- OneDrive for Business
- Exchange Online
- Microsoft Office Applications
- Experience providing Tier 2/Tier 3 support within enterprise environments.
- Experience working with ServiceNow or similar ITSM/ticketing platforms.
- Strong troubleshooting and problem-resolution skills.
- Experience supporting production environments with on-call responsibilities.
- Ability to work effectively across technical and business teams.
Preferred Qualifications
- Experience collaborating directly with Microsoft Support on complex incidents.
- Knowledge of Microsoft 365 Service Health Center, Message Center, and roadmap management.
- Familiarity with monitoring and alerting platforms.
- Experience driving operational improvements and automation initiatives.
- Understanding of Microsoft 365 governance, administration, and best practices.
- Experience supporting large-scale enterprise collaboration environments.
Operational Expectations
- Take ownership of incidents from identification through resolution.
- Respond quickly and effectively to alerts, outages, and escalations.
- Maintain accurate and detailed ticket documentation.
- Participate in operational reviews, service reporting, and status meetings.
- Continuously identify opportunities for automation, process improvement, and service optimization.
- Contribute to maintaining platform stability, reliability, and user satisfaction.
Success Measures
- Achievement of SLA and service delivery targets.
- Reduction in recurring incidents and operational escalations.
- Platform availability, stability, and performance.
- Quality and completeness of technical documentation.
- Positive stakeholder and end-user feedback.
- Continuous improvement contributions and operational efficiencies.
Ideal Candidate Profile
The ideal candidate is a Microsoft 365 Collaboration Engineer who has hands-on experience supporting the full collaboration ecosystem rather than specializing solely in infrastructure or desktop technologies.
Most successful candidates will come from backgrounds such as:
- Microsoft 365 Engineer
- Collaboration Engineer
- SharePoint Administrator
- Microsoft Teams Engineer
- Exchange Online Administrator
- Unified Communications Engineer
- Microsoft 365 Support Engineer
Equal Opportunity Employer, including disability and protected veteran status