We are looking for an experienced Senior Microsoft Copilot Support Engineer to resolve technical issues across Microsoft 365 Copilot, Copilot Chat, and Copilot Studio agents for a large integral media and entertainment organization.

The role will serve as an L2/L3 escalation point, owning troubleshooting, Copilot administration, Microsoft support escalations, and root cause analysis (RCA). Working knowledge of Google Gemini Enterprise connectors is also required.

Key Responsibilities

- Act as the L2/L3 escalation point for Microsoft 365 Copilot, Copilot Chat, Copilot Studio, and Copilot agent issues, ensuring full ownership through resolution and RCA.
- Troubleshoot Copilot Studio agents, including publishing and approval failures, authentication, actions, knowledge sources, environments, and ownership changes.
- Resolve Copilot licensing, access, and Copilot Credits issues using group-based licensing and security groups.
- Troubleshoot Copilot connectors and integrations, including Confluence, Jira, Google Drive, and ServiceNow, covering identity mapping, permissions, and indexing.
- Raise and manage Microsoft support cases end-to-end with complete diagnostic information.
- Configure and support Google Gemini Enterprise connectors and user access.
- Manage incidents and service requests in ServiceNow,



ensuring SLA compliance and clear work notes.
- Automate access management and reporting using Power Automate, Microsoft Graph, and PowerShell.
- Maintain SOPs, runbooks, and knowledge articles.
- Mentor junior engineers and provide technical guidance.

Required Skills & Qualifications

- 8+ years of experience in Microsoft 365 administration and support, including:
- Exchange Online
- SharePoint
- OneDrive
- Microsoft Teams
- 2+ years of hands-on experience with Microsoft 365 Copilot and Copilot Studio administration and troubleshooting.
- Strong knowledge of Copilot agents, connectors, plugins, MCP, OAuth, and API permissions.
- Experience with group-based licensing, RBAC, and Microsoft administrative roles.
- Hands-on experience with Power Automate, Microsoft Graph, and PowerShell.
- Working knowledge of Google Gemini Enterprise connector configuration.
- Experience with ServiceNow ITSM and Microsoft support escalations.
- Strong troubleshooting, communication, and technical documentation skills.

Good to Have

- Exposure to Claude, Claude Enterprise, Claude Code administration, or connectors.
- Experience with Power Platform administration, environments, DLP, and Microsoft Purview.

#J-18808-Ljbffr

📌 Senior Microsoft Copilot Support Engineer - Remote (LATAM) (Ciudad de México)
🏢 GeorgiaTEK Systems
📍 Ciudad de México