SharePoint Online Support Engineer (Puerto Rico)

• Troubleshoot and resolve issues related to SharePoint Online, OneDrive, Power Apps, Power Automate, and Copilot.
• Provide technical guidance and assistance to users, and create or update support documentation, including how-to guides and knowledge base articles.
• Host office hours and knowledge-sharing sessions to provide advanced troubleshooting assistance, promote best practices, and support user adoption.
• Monitor SharePoint Online, OneDrive, and Copilot ticket queues and respond to incidents and service requests in a timely manner.
• Manage ServiceNow incidents, escalations, and knowledge base articles, and serve as a lead technical SME for Tier 3+ issue.
• Coordinate with Digital Technology teams, including Architecture, Network, and Identity, to troubleshoot complex issues and recommend solutions.
• Build, configure, customize, troubleshoot, and maintain SharePoint Online sites, Power Apps, and Power Automate flows.
• Work with Microsoft Support to investigate and resolve escalated issues, including service degradation and product-related incidents.
• Participate in rotational on-call support and scheduled weekend coverage, including Saturdays and Sundays, to support critical incidents and maintain service availability.
• This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only., Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

• University Degree or equivalent experience and minimum 2 years prior relevant experience, or an Advanced Degree in a related field and minimum 1 year experience.
• Experience troubleshooting and supporting SharePoint Online and OneDrive in an enterprise environment.
• Experience building, configuring, troubleshooting, and maintaining Power Apps and Power Automate flows.
• Experience working with Microsoft Teams.
• Experience with Microsoft Entra ID (Azure), including identity and access troubleshooting.

Qualifications We Prefer

• Familiarity with AIP (Azure Information Protection), Purview, file labeling, DLP, and encryption
• Microsoft GCC High experience
• Client-side development: JavaScript, HTML, CSS, and frameworks like React or SPFx
• Experience with Microsoft Copilot and ServiceNow.
• PowerShell scripting experience.
• ShareGate migration experience.
• Experience working with M365 architecture and administration.

At RTX, the world’s largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.

The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico:

RTX, Enterprise Services, Digital Experience & Collaboration organization is a recognized leader in the delivery and sustainment of enterprise-level services. DEC collaborates with our business and functional partners to enable program and team collaboration through a variety of tools and platforms, driving business value through innovative solutions and service excellence.