• Provide Tier 2/3 operational support for Exchange Online and hybrid Exchange environments • Troubleshoot mailbox, transport, connectivity, authentication, permissions, and client-side issues • Execute PowerShell-driven workflows for bulk operations, mailbox automation, user lifecycle tasks, migrations, and configuration changes • Monitor service health, message hygiene, queue status, and Exchange Online Protection (EOP) behaviors • Support mailbox migrations (tenant-to-tenant, on-prem to cloud, and cross-platform migrations such as G-Suite/AWS) • Support deployment, configuration, and enablement of Microsoft 365 Copilot, including license validation, feature governance, and readiness tasks • Assist end users and stakeholders in the effective use of Copilot within Teams, Outlook, Word, Excel, Edge, and SharePoint • Troubleshoot issues related to permissions, data access policies, connectors, and Microsoft Graph data dependencies • Support rollout of federated Copilot connectors, ensuring proper governance and visibility controls (MCP-based connectors, admin settings, etc.) • Partner with engineering and product teams to operationalize new Copilot features and AI governance guidelines • Build and maintain operational PowerShell scripts and workflow automations • Participate in development and refinement of automated solutions leveraging Power Platform, SharePoint, and Teams • Identify opportunities to streamline support processes, reduce toil, and enhance user experience • Own complex incident investigations and root-cause analysis for messaging- and AI-related service disruptions • Provide guidance to Service Desk and Tier 1 teams to reduce escalations • Document runbooks, knowledge articles, troubleshooting steps, and operational standards • Work cross-functionally with Security, Identity, Cloud Engineering, and Collaboration teams • Partner with business units to understand Copilot use cases and support adoption initiatives • Communicate effectively with both technical and non-technical audiences