Most Microsoft 365 jobs are about keeping the lights on. This one is about turning the lights off - on the manual work, at least. We are looking for an engineer who treats every repetitive ticket as a bug in the system, and who works with the team to fix the system. You will share ownership of the platform our company works in every day - Exchange, Entra ID, Teams, and increasingly Microsoft 365 Copilot - alongside the rest of Technology Operations. Keeping it healthy is the baseline. The actual job is making it require less human intervention each quarter than it did the last - through automation, better defaults, and self-service that people genuinely prefer over opening a ticket. This role suits someone who genuinely enjoys IT operations and the Microsoft platform, and who wants to spend their time working across the business - with security, compliance, the service desk, and the teams we support - to make the organization more efficient and better prepared. The measure of success here is business value: hours given back to the people we support, risk reduced, and costs avoided - delivered with a service mindset that treats every colleague as a customer whose time matters. What You'll Actually Do Automate the toil away • Kill the repeat tickets - when the same request shows up for the third time, you and the service desk decide it is worth automating, and you build the fix instead of closing tickets faster. Power Automate, PowerShell, Microsoft Graph, Logic Apps - whatever fits. • Build self-service - access requests, group management, and common fixes that users can resolve without waiting on IT. • Measure what you removed - we care about the tickets that stopped happening, not the ones you closed quickly. • Get Copilot ready - permissions hygiene, oversharing remediation, and sensitivity labeling with security and compliance, then agents and pilots where a team has a real problem worth solving. Treat the tenant like a platform • Configuration as code - tenant changes should live in version control and go through peer review, not in someone's memory of what they clicked. • Ship changes safely - test, roll out deliberately, and be able to roll back. Change management as engineering practice, not paperwork. • Documentation and roadmap - runbooks and notes people actually trust. Keep the core solid The forward-looking work only earns trust if the fundamentals hold, and the people we support feel well served day by day. A meaningful share of the role is still hands-on operations: • Exchange Online and Entra ID operations - mail flow, connectors, transport rules, and email authentication (SPF, DKIM, DMARC); Conditional Access, MFA and passwordless rollouts, SSO integrations, directory sync, and privileged access. • Tier-3 escalation for M365 issues - root cause analysis that produces a permanent fix - plus a shared on-call rotation and occasional maintenance windows. Qualifications We care more about how you think than about the exact boxes you tick. If you meet most of this and are genuinely interested in the rest, apply. • You've run M365 in production - roughly 3-5 years administering a real tenant with real users, including Exchange Online and Entra ID. • You script by default - PowerShell is your reflex, and you have used Microsoft Graph to do things the admin portals cannot. • You debug to root cause - authentication failures, mail delivery problems, and sync errors get investigated - and what you find gets written up and shared, not just restarted. • You're already curious about Copilot - whether through hands-on admin work, building agents, or serious self-directed learning. • You write well - clear documentation and plain-language explanations for non-technical colleagues. This matters more on a remote team. • You work well with others - comfortable partnering across IT and the business, strong at asynchronous communication, and calm when something breaks at an inconvenient hour. • You lead with service - you treat colleagues as customers, communicate clearly while an issue is open, follow through past the point where the ticket closes, and use what you hear from them to decide what to fix next. • You connect work to outcomes - you can explain what a project saves, prevents, or enables in terms the business recognizes, and you prioritize accordingly. Bonus Points • Hands-on work with Copilot Studio, declarative agents, or Graph connectors. • Infrastructure-as-code experience (Bicep, Terraform, Azure Automation) or CI/CD applied to tenant configuration. • Defender for Office 365 or Defender for Identity. • Hybrid Exchange or migration experience, including tenant-to-tenant moves. • Certifications such as MS-102, SC-300, or AZ-104 - useful signal, not a requirement. • Experience in a regulated environment with formal audit requirements. Working Here • Fully remote, with a preference for candidates in the Eastern or Central time zone so there is real overlap with the team. • Less than 25% travel for occasional team meetings and site visits. • On-call rotation shared across the team - nobody carries it alone. • Education: a degree in a technical field is welcome, and equivalent hands-on experience is equally welcome.