Microsoft 365 Support Engineer, Mid-Level

Microsoft (M365) Support Engineer (Mid-level)

Client First Technologies currently is seeking a Microsoft (M365) Support Engineer (Mid-level) in support of our government customer. The M365 Support Engineer (Mid-level) will deliver Tier 2/Tier 3 operational support for a large Microsoft 365 enterprise environment operating in a hybrid architecture. This role supports day-to-day incident and service request resolution across Exchange Online, OneDrive, SharePoint Online, Teams, and related Microsoft 365 services, including support for encryption troubleshooting and Purview/eDiscovery operational tasks as required. The engineer works within an SLA-driven ServiceNow queue, collaborates with senior engineers on escalations, and contributes to documentation and continuous improvement activities.

In order to provide 24x7x365 service desk coverage, must be willing to work weekends, 8-hour or 10-hour shifts in the evening and overnight. Shifts may vary. Hours will be 40 hours/week. This is a full-time, remote position. CFT offers a full benefits package, a collaborative work environment and a strong company culture. Veterans and military spouses are encouraged to apply.

Responsibilities

• Resolve incidents and service requests in the M365 support queue (ServiceNow), meeting established SLA response and resolution requirements; accurately document troubleshooting steps and outcomes
• Provide technical support across Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Teams, and other Microsoft 365 applications; escalate complex issues with thorough notes and evidence
• Perform routine hybrid identity and messaging administration tasks (e.g., mailbox/shared mailbox provisioning, distribution groups/M365 groups, licensing assignments) in environments where on-prem AD remains authoritative
• Execute standard administrative actions using PowerShell and approved tools for bulk updates, reporting, and operational tasks; follow change/control practices
• Support monitoring and alert response activities by validating alerts, performing initial triage, and implementing standard remediation steps; assist senior engineers with deeper root cause analysis as assigned
• Troubleshoot common to intermediate messaging and encryption issues (e.g., spanning AIP/RMS/S/MIME) and coordinate with senior staff for advanced remediation
• Support SharePoint Online and OneDrive operational tasks including permissions, sharing configuration, sync/sign-in issues, ownership/access troubleshooting, and basic data recovery in accordance with policy
• Support Microsoft Teams operational tasks including user configuration, collaboration issues, and basic administration/troubleshooting of Teams-connected services
• Assist with Microsoft Purview/eDiscovery operational support (e.g., helping prepare searches/collections/exports under established procedures, supporting chain-of-custody documentation as directed)
• Restore lost/deleted mailbox items when authorized and follow established procedures for secure handling of recovered data
• Contribute to Standard Operating Procedures (SOPs), knowledge articles, and runbooks; propose pragmatic process improvements that reduce repeat tickets and improve service quality

Qualifications

• Minimum of three (3) years of overall IT experience, with a minimum of two (2) years supporting Microsoft 365 services in an enterprise environment
• Demonstrated experience supporting multiple M365 workloads (Exchange Online, SharePoint Online, OneDrive, Teams) and navigating incident/service request workflows
• Working knowledge of hybrid identity concepts (Entra ID/Azure AD with on-prem AD) and routine administrative tasks in hybrid M365 environments
• Intermediate troubleshooting skills with Exchange Online and client access issues; familiarity with mail flow concepts and common collaboration platform failures
• Experience using PowerShell for standard administration and bulk actions (basic scripting/command execution; deeper automation a plus)
• Familiarity with email encryption and troubleshooting related technologies and protocols (e.g., AIP/RMS/S/MIME), with ability to follow established remediation runbooks and escalate appropriately
• Experience working in regulated environments and adhering to security/compliance requirements and change practices
• Familiarity with Entra ID B2B collaboration and troubleshooting common access/authentication issues
• Experience supporting SharePoint Online permissions, libraries, and basic workflow troubleshooting (Power Automate) and/or Teams-integrated collaboration
• Microsoft certifications (preferred): MS-102, Teams Administrator Associate, messaging/identity/security fundamentals, or ITIL Foundation

Physical Demands

• Must be able to sit and stand for extended periods of time
• Occasional travel and overtime may be required

Required Clearances and Screenings

• This position is subject to a government background investigation and must meet eligibility for a position designated with Moderate Risk sensitivity
• Candidates with current Veterans Affairs (VA) Tier 2/Moderate Background Investigation or equivalent (e.g., DoD Tier 3/NACLC, Active Secret) are preferred