Roles and Rsponsibilities

• User Support: - Tickets, access issues, troubleshooting involving
  • Copilot related tickets such as, prompt issues, access problems, unexpected responses
  • Permission and data access restriction
  • Users reported issues logged into the different account/tenant
  • Policy restrictions issues reported
  • M365 Copilot apps is missing (Teams, Outlook. Work, Excel, PowerPoint) etc.,
  • Issues in prompt in Copilot dialog box - It's not responding or taking too long
  • Access Issues - Unable to access copilot chat in teams.
  • Access Issues - Unable to access copilot chat in Outlook
  • Access Issues - Unable to access Copilot web.
  • Access Issues - Copilot.microsoft.com page is not loading in the browser (Microsoft Edge, Chrome, Safari, Opera, Firefox) etc.,
  • Product bugs identified in any of M365 Apps
  • Unable to access files/data from the SharePoint though have access.
  • Work with channel partner (Microsoft), for the product bugs, work arounds, etc.,
  • Maintain Copilot known issues trackers and updated regularly.
  • Maintain FAQs, on adoption general information, features updates etc.,
  • Copilot works on home internet, but fail to connect in corporate network
  • Copilot is missing only for a subset of devices – Channel/old builds/Update rings
  • Copilot works for the first time then fails after logoff. – VDI issues
  • Copilot side panel is blank in web view. Endpoint security controls blocking web experiences
  • Teams Copilot (Meeting/Chat/Channels) – Issues due to transcription dependencies, permissions
  • Copilot missing in Teams only – Teams policy blockage
  • Copilot slow or errors on large workbooks/datasets – Workbook size, model, etc.,
  • Works in user mailbox, but fails in shared/delegated mailbox
  • Copilot references wrong sections/slides, stale templates - Stale templates/duplicates – version control
• Identity & Licensing - License assignment, role-based access
  • Assign / revoke Copilot licenses
  • Monitor license utilization/consumption/Unused license
  • Support onboarding/offboarding scenarios, Validate the Entra ID role, group membership etc.,
• Enablement
  • Provide prompt coaching,
  • Best practices,
  • Check for the Issues raised for not getting the desired output for the prompts.
  • Copilot Use cases - Newly identified.
  • Support Champions with the new features & development in the adoption.
  • Support for the Power Users.
  • Record the user-experience and feedback with regular intervals.
  • Address any adoption blockers identified.
• Knowledge Management
  • Update the internal Copilot knowledge base,
  • Frequent asked questions (FAQs),
  • Capture known issues with docs,
  • Training content, Governance updates etc.,

Qualifications

• Bachelor’s degree in Computer Science or related field
• Experience in a 24x7 managed services hosted service company, or Network Operations Center environment
• Experience with ITIL processes and associated ITSM systems and service portals for Incident and Change Management
• 1-3 years of experience supporting M365 environments in a Managed Service Provider (MSP) environment
• Experience with M365 Copilot
• Experience with M365 Prompt Engineering
• Experience with M365 Administration
• Hands-on administration of Microsoft Intune, Microsoft Entra ID (Azure AD), Exchange Online, Microsoft Defender, and Microsoft 365 enterprise environments across multiple clients or tenants.
• Hands-on experience with Microsoft Intune, Endpoint Configuration Manager (MECM), Microsoft Entra ID (Azure AD), Exchange Online, Exchange Online Protection (EOP), Microsoft Defender, Microsoft Teams, SharePoint Online, OneDrive for Business, and Power Apps, including MDM, MAM, Conditional Access, MFA, and Privileged Identity Management (PIM).
• Experience with Azure native services (e.g. Policy, Cost Management, Active Directory, Lighthouse, Monitor/Log Analytics, Microsoft Defender for Cloud)
• Understanding of system admin concepts
• Understanding of network concepts and principles and experience in managing and troubleshooting network devices and connectivity
• Operational knowledge of scripting languages such as PowerShell and Kusto-Query Language (KQL)
• Experience with Azure-based deployments and migrations or other cloud platforms is a plus
• Possessing Microsoft Certifications highly preferred 
• Strong verbal and written communication skills
• A passion for problem solving and learning new technologies
• Client relationship skills and experience managing vendors
• Ability to work in a fast paced, rapidly changing environment
• Strong desire for personal development and learning
• Strong analytical, troubleshooting, documentation, communication, and problem-solving skills with excellent attention to detail.