Job Title

M365 Copilot SME – 3rd/4th Line SupportSheffield/ Birmingham (Hybrid)We are hiring an experienced Microsoft 365 Copilot Subject Matter Expert (SME) to provide advanced 3rd and 4th Line operational support across the Microsoft 365 estate for our ClientThis role sits within a large-scale, regulated environment and is ideal for a senior M365 specialist who thrives on complex troubleshooting, enterprise deployments, and high-impact support across a global tenant.Role OverviewYou will act as the technical escalation point for Microsoft 365 Copilot and core M365 services, handling major incidents, deep technical investigations, policy/configuration changes, and large-scale deployments. You'll also play a key role in observability, reporting, and knowledge sharing across platform teams.Key ResponsibilitiesIncident & Problem ManagementProvide 3rd/4th Line support for M365 Copilot and related servicesTriage and resolve complex escalations and multi-user incidents (usage, access, performance, unexpected outcomes)Perform deep-dive troubleshooting and root cause analysisTechnical Troubleshooting AcrossMicrosoft 365 Admin CentreEntra ID & Conditional AccessSharePoint / OneDrive permissionsMicrosoft TeamsGroup Policy ObjectsMonitoring tools (e.g., Aternity)Observability & MonitoringLeverage advanced monitoring/observability platforms such as ThousandEyes and DowndetectorProactively identify trends, risks, and service degradationDeployment & EnablementSupport mass Copilot rollouts and configuration changesCreate audit-ready documentation and operational artefactsDeliver Copilot knowledge sharing sessions to M365 Application Owners and support teamsRequired Experience & Skills5–8+ years supporting Microsoft 365 at enterprise scaleStrong hands-on expertise with Microsoft CopilotSharePoint & OneDrive permissions managementEntra ID & Conditional Access policiesExperience in regulated or financial services environmentsProven incident/problem management capabilityNice to HaveLarge-scale Copilot deployments (enterprise or financial sector)PowerShell scriptingMicrosoft Graph API for troubleshooting/reportingExperience with monitoring tools (ThousandEyes, Aternity, Downdetector)Why Apply?Work on cutting-edge Copilot enterprise adoptionExposure to complex, large-scale global environmentsHigh visibility and technical ownershipCollaborative engineering culture