Microsoft 365 Tier 3 Support Engineer (Executive Collaboration Services)

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.

Location and Schedule

• Location: Remote in the West Coast
• Schedule: 8 hours a day, Monday through Friday, with working hours from 7:30PST to 4PM PST and .5 hour for lunch.
• Security Requirement: FAA Personnel Suitability Clearance required.

Salary: $ 100K to $109K

• 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.