3Cloud

Copilot Admin and Support - Managed Services

Remote - Philippines

About the role

3Cloud is seeking a Copilot Admin and Support specialist to join their managed services team in the Philippines on a remote basis. This role focuses on providing comprehensive support for Microsoft Copilot deployments across M365 environments, handling everything from troubleshooting access issues and permission problems to resolving performance hiccups and application-specific glitches in Teams, Outlook, Excel, and other Microsoft apps. You'll manage license assignments, monitor consumption, and support user onboarding and offboarding while maintaining detailed knowledge bases and FAQs. Beyond reactive support, you'll drive Copilot adoption by coaching users on effective prompting, sharing best practices, identifying new use cases, and working with power users and organizational champions. The role requires managing known issues tracking, collaborating with Microsoft on product bugs and workarounds, and capturing user feedback to address adoption blockers. You'll also handle identity and licensing management, including role-based access control and Entra ID administration. This position is ideal for candidates with 1-3 years supporting M365 in managed service provider environments and hands-on experience administering Microsoft Intune, Entra ID, Exchange Online, and Defender. You should have ITIL process knowledge, familiarity with ITSM systems, and ideally direct experience with M365 Copilot and prompt engineering. A computer science degree or related background is preferred, and comfort working in 24/7 managed services operations is important.

Full job description

Expand to read the complete role requirements.

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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