Microsoft 365 Copilot Subject Matter Expert (SME)

We are seeking an experienced Microsoft 365 Copilot Subject Matter Expert (SME) to provide advanced 3rd/4th Line operational support across the client's M365 tenant. This role will play a critical part in incident resolution, complex troubleshooting, and large-scale configuration and deployment activities, ensuring stability, security, and optimal use of M365 Copilot services across the organisation.

Key Responsibilities Incident & Problem Management

• Provide 3rd/4th Line support for complex Microsoft 365 Copilot incidents and multi-user escalations.

• Triage and resolve issues related to Copilot usage, access errors, permissions, and unexpected outputs.

• Perform deep root cause analysis across:

  • Microsoft 365 Admin Centre

  • Entra ID (Azure AD)

  • Conditional Access policies

  • SharePoint & OneDrive permissions

  • Microsoft Teams

  • Group Policy Objects (GPOs)

  • End-user experience and performance tools (eg Aternity)

• Implement configuration, policy, and security changes as part of incident and problem resolution.

• Support mass deployments and tenant-wide changes with minimal business disruption.

Observability & Monitoring

• Leverage monitoring and observability tools to proactively identify and respond to service degradation.

• Demonstrate strong working knowledge of tools such as:

  • ThousandEyes

  • Downdetector

• Correlate monitoring data with Microsoft service health and tenant-level telemetry.

Required Skills & Experience

• 5-8+ years of hands-on experience supporting Microsoft 365 at enterprise scale.

• Strong expertise in:

  • Microsoft 365 Copilot

  • SharePoint & OneDrive permissions models

  • Entra ID (Azure AD)

  • Conditional Access policies

• Proven experience operating within regulated environments.

• Ability to produce audit-ready documentation and operational artifacts.

• Strong troubleshooting mindset with excellent stakeholder communication skills.

Preferred/Desirable Experience

• Experience supporting large-scale Copilot deployments (free and/or M365 Copilot), ideally within the financial services sector.

• Proficiency with:

  • PowerShell

  • Microsoft Graph API (for troubleshooting, reporting, and automation)

• Experience delivering Copilot knowledge-sharing or enablement sessions to M365 application owners and technical teams.

Why Join

• Opportunity to work on cutting-edge Microsoft Copilot implementations at enterprise scale.

• High-impact role within a complex, regulated environment.

• Collaborative hybrid working model with a strong technical peer group.