We are seeking an experienced Microsoft 365 Copilot Subject Matter Expert (SME) to provide advanced 3rd/4th Line operational support across the client's M365 tenant. This role will play a critical part in incident resolution, complex troubleshooting, and large-scale configuration and deployment activities, ensuring stability, security, and optimal use of M365 Copilot services across the organisation.
Key Responsibilities: Incident & Problem Management
* Provide 3rd/4th Line support for complex Microsoft 365 Copilot incidents and multi-user escalations.
* Triage and resolve issues related to Copilot usage, access errors, permissions, and unexpected outputs.
* Perform deep root cause analysis across:
o Microsoft 365 Admin Centre
o Entra ID (Azure AD)
o Conditional Access policies
o SharePoint & OneDrive permissions
o Microsoft Teams
o Group Policy Objects (GPOs)
o End-user experience and performance tools (eg Aternity)
* Implement configuration, policy, and security changes as part of incident and problem resolution.
* Support mass deployments and tenant-wide changes with minimal business disruption.
Observability & Monitoring
* Leverage monitoring and observability tools to proactively identify and respond to service degradation.
* Demonstrate strong working knowledge of tools such as:
o ThousandEyes
o Downdetector
* Correlate monitoring data with Microsoft service health and tenant-level telemetry.
Required Skills & Experience
* 5-8+ years of hands‑on experience supporting Microsoft 365 at enterprise scale.
* Strong expertise in:
o Microsoft 365 Copilot
o SharePoint & OneDrive permissions models
o Entra ID (Azure AD)
o Conditional Access policies
* Proven experience operating within regulated environments.
* Ability to produce audit‑ready documentation and operational artifacts.
* Strong troubleshooting mindset with excellent stakeholder communication skills.
Preferred/Desirable Experience
* Experience supporting large-scale Copilot deployments (free and/or M365 Copilot), ideally within the financial services sector.
* Proficiency with:
o PowerShell
o Microsoft Graph API (for troubleshooting, reporting, and automation)
* Experience delivering Copilot knowledge‑sharing or enablement sessions to M365 application owners and technical teams.
Why Join
* Opportunity to work on cutting‑edge Microsoft Copilot implementations at enterprise scale.
* High‑impact role within a complex, regulated environment.
* Collaborative hybrid working model with a strong technical peer group.
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