M365 Copilot SME – 3rd/4th Line Support

M365 Copilot SME – 3rd/4th Line Support

Sheffield/ Birmingham (Hybrid)

We are hiring an experienced Microsoft 365 Copilot Subject Matter Expert (SME) to provide advanced 3rd and 4th Line operational support across the Microsoft 365 estate for our Client

This role sits within a large-scale, regulated environment and is ideal for a senior M365 specialist who thrives on complex troubleshooting, enterprise deployments, and high-impact support across a global tenant.

Role Overview

You will act as the technical escalation point for Microsoft 365 Copilot and core M365 services, handling major incidents, deep technical investigations, policy/configuration changes, and large-scale deployments. You’ll also play a key role in observability, reporting, and knowledge sharing across platform teams.

Key Responsibilities

Incident & Problem Management

• Provide 3rd/4th Line support for M365 Copilot and related services
• Triage and resolve complex escalations and multi-user incidents (usage, access, performance, unexpected outcomes)
• Perform deep-dive troubleshooting and root cause analysis

Technical Troubleshooting Across

• Microsoft 365 Admin Centre
• Entra ID & Conditional Access
• SharePoint / OneDrive permissions
• Microsoft Teams
• Group Policy Objects
• Monitoring tools (e.g., Aternity)

Observability & Monitoring

• Leverage advanced monitoring/observability platforms such as ThousandEyes and Downdetector
• Proactively identify trends, risks, and service degradation

Deployment & Enablement

• Support mass Copilot rollouts and configuration changes
• Create audit-ready documentation and operational artefacts
• Deliver Copilot knowledge sharing sessions to M365 Application Owners and support teams

Required Experience & Skills

• 5–8+ years supporting Microsoft 365 at enterprise scale
• Strong hands-on expertise with Microsoft Copilot
• SharePoint & OneDrive permissions management
• Entra ID & Conditional Access policies
• Experience in regulated or financial services environments
• Proven incident/problem management capability

Nice to Have

• Large-scale Copilot deployments (enterprise or financial sector)
• PowerShell scripting
• Microsoft Graph API for troubleshooting/reporting
• Experience with monitoring tools (ThousandEyes, Aternity, Downdetector)

Why Apply?

• Work on cutting-edge Copilot enterprise adoption
• Exposure to complex, large-scale global environments
• High visibility and technical ownership
• Collaborative engineering culture