Role overview

Qualifications

Bachelor’s degree in Computer Science or related field
Experience in a 24x7 managed services hosted service company, or Network Operations Center environment
1-3 years of experience supporting M365 environments in a Managed Service Provider (MSP) environment
Strong verbal and written communication skills

Responsibilities

User Support: Troubleshoot Copilot related tickets and access issues
Identity Licensing: Assign/revoke Copilot licenses and monitor license utilization
Enablement: Provide coaching and support for best practices and use cases
Knowledge Management: Update internal knowledge base and capture known issues

Key facts

Remote from: Philippines
Full time
Mid-level (2-5 years)
Admin Manager
English

Hard skills

Windows PowerShell Azure Active Directory Azure Cloud Services Programming Languages Internal Documentation Client Services

Other skills

Communication
Problem Solving
Analytical Skills
Adaptability

About the company

3Cloud

Cloud Computing & Infrastructure (IaaS/PaaS)

3Cloud is the #1 Microsoft Azure partner. No other partner combines 3Cloud’s expertise in Azure with a deep understanding of infrastructure, data and analytics and app innovation. We have proven our impact and are trusted with client’s most complex business problems. We look for people who share our passion for technology and want to unleash their potential.

Company details

Company typeScaleup

IndustryCloud Computing & Infrastructure (IaaS/PaaS)

Company size501 - 1000

Links

Website LinkedIn See all jobs

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Job description

Are you looking for a role that motivates and challenges you? Are you ready for an opportunity for growth? Do you want to work on teams where people roll up their sleeves to take on tough problems together, and regularly blow the doors off our clients with their outstanding teamwork? If you answered yes to those questions, 3Cloud might just be for you!

At 3Cloud, we hire people who aren’t afraid to experiment or fail. We hire people who are willing to give direct and candid feedback to their managers, leaders, and team members. We hire people who jump at those opportunities because they care about our collective growth and success. We hire people who challenge and hold each other accountable for living 3Cloud’s core values because they know that it will result in amazing experiences and solutions for our clients and each other.

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.

Full-time employment

📌 Remote in Philippines

Don’t meet every single requirement? At 3Cloud we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway.

At this time, we cannot sponsor applicants for work visas.

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