Microsoft Copilot App Support Specialist

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., * 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.

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., * 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.