Microsoft 365 (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.

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