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 general 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 Service Now, 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 Service Now,



ensuring SLA compliance and clear work notes.
Automate access management and reporting using Power Automate, Microsoft Graph, and Power Shell.
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
Share Point
One Drive
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 Power Shell.
Working knowledge of Google Gemini Enterprise connector configuration.
Experience with Service Now 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