Microsoft 365 Application Support Engineer

Experience: 5–10 Years

Job Type: Full-Time / Contract

Location: Vancouver, BC (Onsite)

Job Summary

We are seeking an experienced Microsoft 365 Application Support Engineer to provide day-to-day administration and operational support across SharePoint Online, Power Platform, and Copilot Studio.

The ideal candidate will have strong hands-on experience supporting Microsoft 365 applications in an enterprise environment, resolving incidents and service requests, managing SharePoint sites and permissions, monitoring Power Platform applications and workflows, and supporting Copilot Studio agents. This role requires a strong operations mindset, excellent troubleshooting skills, documentation capabilities, and the ability to coordinate effectively with business users, onsite teams, offshore teams, and technical stakeholders.

Key Responsibilities

- Provide day-to-day operational and application support for Microsoft 365 services, including SharePoint Online, Power Platform, and Copilot Studio.
- Resolve incidents, service requests, break-fix issues, access and permission requests, configuration requests, and end-user support queries within agreed SLAs.
- Administer and support SharePoint Online sites, hub sites, lists, libraries, pages, metadata, content types, search, permissions, sharing settings, and site lifecycle activities.
- Support SharePoint migration and content movement activities, including site-to-site migration, document and library validation, version history checks, and post-migration support.
- Monitor and support Power Platform solutions, including Power Apps, Power Automate flows, connectors, approvals, forms, workflows, and environment usage.
- Troubleshoot Power Automate failures, connector issues, workflow errors, approval issues, and other operational problems.
- Provide operational support for Copilot Studio agents, including configuration validation, SharePoint knowledge source support, permission-aware access validation, publishing coordination, testing, and issue triage.
- Perform daily and weekly health checks, operational readiness checks, ticket queue monitoring, SLA tracking, backlog reviews, and support handovers.
- Troubleshoot SharePoint Online issues related to permissions, content access, lists, libraries, document management, search, and configuration.
- Coordinate with business users, Service Desk teams, Microsoft 365 administrators, security teams, technical leads, application owners, and onsite/offshore support teams.
- Maintain and update SOPs, runbooks, support guides, knowledge articles,



known error databases, and operational documentation.
- Prepare operational dashboards, service reports, ticket analysis, backlog reports, and SLA reporting inputs.
- Support regression testing and validation activities related to Microsoft 365 evergreen updates impacting SharePoint Online, Power Platform, and Copilot Studio.
- Document root cause analysis findings and support problem management and continuous service improvement initiatives.
- Identify opportunities for automation, self-service, FAQs, knowledge articles, and service catalog improvements to reduce recurring support tickets.

Required Qualifications & Experience

- 5–10 years of overall IT experience, with strong hands-on experience in Microsoft 365 administration and application operations support.
- Strong experience supporting and administering SharePoint Online in an enterprise workplace.
- Experience with SharePoint sites, hub sites, lists, libraries, metadata, content types, pages, search, document management, permissions, and sharing settings.
- Experience handling SharePoint incidents, service requests, access issues, content migration, copy/move requests, and end-user support queries.
- Working experience with Power Platform, including:
- Power Apps
- Power Automate
- Connectors
- Approvals
- Forms and workflows
- Flow monitoring and troubleshooting
- Environment monitoring
- Experience troubleshooting broken workflows, failed flows, connector errors, access issues, and application configuration problems.
- Understanding of Microsoft 365 Admin Center, SharePoint Admin Center, and Power Platform Admin Center.
- Basic understanding of Microsoft Entra ID, including users, groups, and permission concepts.
- Experience working with ticketing and work management tools such as ServiceNow, Jira, or Azure DevOps.
- Good understanding of ITIL processes, including Incident, Service Request, Problem, Change, Release, Knowledge Management, and SLA management.
- Robust documentation skills with experience creating SOPs, runbooks, technical notes, knowledge articles, and operational reports.
- Excellent communication and coordination skills with the ability to work with business users, customer stakeholders,



technical teams, and offshore support teams.

Preferred Qualifications

- Experience supporting Microsoft Copilot Studio agents.
- Experience with SharePoint knowledge sources and knowledge grounding for Copilot Studio agents.
- Experience with agent testing, publishing, authentication, permission validation, and operational issue triage.
- Understanding of Microsoft 365 Copilot and AI agent concepts.
- Experience with PnP PowerShell, SharePoint Online Management Shell, Power Platform CLI, or PowerShell scripting.
- Awareness of Microsoft Graph API and REST APIs for troubleshooting and integration support.
- Basic understanding of Microsoft 365 security and compliance concepts, including:
- Sensitivity Labels
- Data Loss Prevention (DLP)
- Sharing Controls
- Audit Support
- Access Governance
- Permission-Based Access
- Experience supporting Microsoft 365 evergreen updates and regression testing.

Technical Skills

- Microsoft 365 Administration
- SharePoint Online Administration
- Microsoft 365 Admin Center
- SharePoint Admin Center
- Power Platform Admin Center
- SharePoint Online Sites and Hub Sites
- Lists and Libraries
- Metadata and Content Types
- SharePoint Permissions and External Sharing
- SharePoint Search and Pages
- Document Management
- Power Apps
- Power Automate
- Power Platform Connectors
- Approvals and Forms
- Workflow Troubleshooting
- Flow Monitoring and Run History Analysis
- Basic Power Platform Environment Administration
- Copilot Studio
- Copilot Studio Agent Operations and Support
- SharePoint Knowledge Sources
- Agent Publishing and Testing
- Authentication and Permission Validation
- PnP PowerShell / SharePoint Online Management Shell
- Power Platform CLI
- Microsoft Graph API / REST API
- Microsoft Entra ID
- Microsoft 365 Security and Compliance
- Sensitivity Labels and DLP
- ITIL Processes
- ServiceNow / Jira / Azure DevOps
- SLA Tracking and Operational Reporting
- SOPs, Runbooks, and Knowledge Management

Key Competencies

- Strong troubleshooting and analytical skills
- Excellent communication and stakeholder management skills
- Customer-focused support mindset
- Ability to work effectively in an onsite/offshore support model
- Strong ownership of incidents and service requests
- Ability to follow established runbooks and support processes
- Attention to documentation and knowledge sharing
- Ability to manage multiple priorities in an SLA-driven environment
- Continuous improvement and automation mindset
- Strong collaboration and escalation management skills

📌 Microsoft 365 Application Support Engineer (Vancouver)
🏢 N2P Systems
📍 Vancouver