Microsoft Copilot App Support Specialist

Position: Microsoft Copilot App Support Specialist

Location: Downtown Houston

Pay: $45 - $55 per hour

Contract: Longterm

Benefits: This position is eligible for medical, dental, vision, and 401(k)

Position Overview

We are seeking a Microsoft Copilot Support Specialist to join a growing Enterprise AI team supporting the adoption and use of AI technologies across a large enterprise environment.

This individual will provide frontline technical support for Microsoft 365 Copilot, troubleshooting user issues, resolving Tier 1 and Tier 2 incidents, and escalating more complex technical issues to engineering and other technical teams.

The ideal candidate has hands-on experience supporting Microsoft 365 Copilot in an enterprise environment, a strong Microsoft 365 technical foundation, and excellent troubleshooting and end-user support skills. Experience with scripting, automation, or development is a strong plus but not required.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for Microsoft 365 Copilot.
• Troubleshoot Copilot functionality, user access, permissions, authentication, configuration, integrations, and application behavior.
• Respond to support requests and work directly with end users to diagnose and resolve technical issues.
• Own incidents and support tickets through resolution, providing clear and timely communication to users.
• Escalate complex issues to AI engineering, development, infrastructure, security, or other technical teams as appropriate.
• Investigate recurring Copilot issues and assist with identifying root causes and long-term solutions.
• Document incidents, resolutions, known issues, troubleshooting procedures, and escalation paths.
• Assist with testing and validating fixes, enhancements, updates, and new Copilot capabilities.
• Provide technical guidance to users on Microsoft Copilot functionality and usage.
• Collaborate closely with AI engineers and other technical teams as new AI capabilities are introduced.
• Identify opportunities to improve and automate support processes.
• Where applicable, leverage scripting or development skills to troubleshoot issues, automate repetitive tasks, or assist with minor technical enhancements.

Required Qualifications

• Hands-on experience supporting Microsoft 365 Copilot in an enterprise/corporate environment.
• Experience troubleshooting Copilot-related user issues, incidents, access/permissions, configuration, and functionality.
• 2+ years of experience in application support, technical support, IT support, or a similar technical troubleshooting role.
• Strong experience within the Microsoft 365 ecosystem, including Teams, SharePoint, OneDrive, Outlook, and Office applications.
• Experience providing Tier 1/Tier 2 support and escalating complex technical issues when necessary.
• Strong troubleshooting and root-cause analysis skills.
• Experience working within an incident/ticket management environment.
• Strong written and verbal communication skills with the ability to work directly with end users and technical teams.
• Ability to clearly document technical issues, resolutions, and support procedures.

Preferred Qualifications

• Experience with Microsoft Copilot Studio.
• Experience with Power Platform and/or Power Automate.
• Knowledge of Azure and Microsoft Entra ID.
• Experience troubleshooting APIs, integrations, authentication, or application logs.
• Scripting experience with PowerShell or Python.
• Development experience with C#, .NET, JavaScript, Python, or similar technologies.
• Ability to read and troubleshoot code.
• Experience creating scripts or automations to streamline support processes.
• Experience supporting additional enterprise AI applications or technologies.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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