Provide technical guidance for Microsoft 365 Copilot, Copilot Studio, Agent Builder, Researcher, Analyst, connectors, and related capabilities. Help determine whether a request is a user education need, access/licensing issue, Copilot Studio configuration need, product limitation, technical defect, governance issue, or formal escalation. Support advanced triage before issues are routed to T&O;, Engineering, Product, Security/DLP, licensing, or platform owners.

Maintain technical input into the escalation call sheet and support boundary model. Develop lightweight technical playbooks for recurring issues and advanced Copilot scenarios. Partner with the Copilot Adoption & Business Enablement Lead to convert recurring technical themes into FAQs, quick reference guides, lab scenarios, AMA topics, and internal support guidance.

Support advanced labs, maker enablement sessions, and technical workshops. Help assess whether business ideas are best suited for Microsoft 365 Copilot, Copilot Studio, Agent Builder, Power Platform, custom AI solutions, or broader delivery intake. Contribute to early solution shaping, feasibility assessment, architecture considerations, and technical guardrails for AI Business Strategy & Architecture use cases.





What this role owns Technical triage guidance. Technical playbooks and troubleshooting guidance. Technical input into support boundaries and escalation paths. Solution feasibility input for emerging AI use cases.

Technical enablement for advanced labs and maker sessions. Coordination with technical owners when issues move outside Flight Academy scope. What this role does not own General support inbox operations.

Day-to-day community management.

Formal Help

Desk ticket ownership. Security/DLP policy ownership. All training delivery. 10+ years of technology / consulting experience 2+ years of Microsoft 365 Copilot experience 2+ years of Copilot Studio, Agent Builder & Prompt Engineering experience 5+ years of solution design / architecture experience Strong Microsoft 365 ecosystem knowledge (Copilot, SharePoint, Power Platform, Power Automate) Experience troubleshooting, triaging, and escalating technical issues Robust communication skills; comfortable training and working directly with business stakeholders Bachelor's degree Financial Services experience Azure AI exposure Governance, DLP, and compliance experience #

📌 AI Solution Enablement & Copilot Technical Specialist (Toronto)
🏢 Insight Global
📍 Toronto