Technical Customer Support Specialist – Level 3
Core
Senior escalation resource for complex incidents in Microsoft cloud, hybrid environments, and AI agent creation within Managed Services.
Role type
Senior IC Technical Customer Support Specialist (Level 3)
Builds
Production support for Microsoft 365, Entra ID, Intune, Teams, SharePoint, OneDrive, Exchange Online, Defender, Purview, and custom AI agents/copilots.
Domain
IT Managed Services, Microsoft Cloud, Identity & Security, Generative AI
Deliverable
Production ML models | product features | client delivery
Required skills
Microsoft 365 administration, Microsoft Entra ID, Microsoft Intune, endpoint security, AI agent creation, root cause analysis, technical documentation, stakeholder communication, change management, PowerShell, hybrid cloud troubleshooting
Preferred skills
Microsoft Purview, Azure administration, Power Platform, automation scripting, tenant migrations, security incident investigation
Technologies
Microsoft 365, Microsoft Entra ID, Microsoft Intune, Microsoft Defender, Microsoft Purview, Microsoft Copilot Studio, Azure AI services, Power Platform, Windows Server, Active Directory, PowerShell
Responsibilities
Own complex end-to-end incidents for Modern Work, identity, security, cloud, and AI; lead major technical investigations and coordinate vendor resources; administer and secure Microsoft 365 services and endpoints; create, deploy, and monitor AI agents/copilots; mentor Level 1 and Level 2 technicians; execute complex tenant changes and migrations.
Seniority
Senior, hands-on IC
