We are seeking an experienced M365 Level 2 Engineer to join our IT support team. As an M365 Level 2 Engineer, you will be responsible for providing technical support to end-users, resolving tickets, and ensuring smooth operations of Microsoft 365 services. The ideal candidate should have strong troubleshooting skills, excellent communication, and a customer-centric approach.

• Resolve tickets related to Microsoft 365 applications and services.
• Provide Level 2 support for incidents and service requests.
• Investigate and troubleshoot issues related to Microsoft 365 applications, including Exchange Online, SharePoint, Intune, Teams, and OneDrive.
• Collaborate with Level 3 engineers to resolve complex issues.
• Escalate tickets to Tier 3 support when necessary (rarely).
• Close cases within defined SLAs.
• Maintain accurate documentation of incidents and resolutions.
• Preferred experience with GCC-High (Government Community Cloud High).
• Familiarity with ServiceNow or other ITSM tools.
• Participate in 1 of 3 shifts in a 24x7 support delivery model or participate in on-call rotation as needed.

Additional Information:

• This is a full-time position that would fall into 1 of 3 shifts in a 24x7 support delivery model. We are seeking individuals who are comfortable working night and weekend shifts.

This is a remote position with occasional travel (if needed).

Must be able to obtain and maintain a Secret Clearance

• Bachelors degree in Computer Science, Information Technology, or related field.
• Minimum of 3 years of experience in M365 support.
• Microsoft 365 certifications (e.g., MS-900, MS-100, MS-102) preferred.
• Strong knowledge of Microsoft 365 applications and services.
• Excellent problem-solving skills.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Network+, Security+ and ITIL certifications are a plus.

AIS, Dedicated to Our People

AIS employees can spend their entire career at AIS doing challenging, rewarding work and reach their desired level of achievement and responsibility. We offer the opportunity to move up, without the obligation to move out of a position where one excels. We are committed to our employee's success; however, they define it.

It's our dedication to our employees that inspired our leadership to invest in our future and become partially employee-owned through an Employee Stock Ownership Program (ESOP).

Our employees are our greatest strength, and we do all that we can to serve them. We invest in technology as early adopters, allowing us to create transformative and innovative solutions for our customers while exposing our team to cutting edge technology.

We hire outstanding individuals who are committed to curiosity, passionate about emerging technology, and who are excited to find innovative solutions for the biggest tech challenges facing international brands and government agencies today.

We Invest in Individuals Committed to Innovation

AIS is seeking professionals of a certain character and level of excellence. People that we can learn from and that we can help grow to achieve their personal career goals.

We are looking for:

• Smart people with a passion for technology
• Strong technical capabilities with a consultancy mindset
• Close involvement with local technical communities
• A willingness to think outside of the box to provide innovative solutions to clients
• Ability to solve challenging technical business problems
• Self-directed professionals

Our Core Values

• Client Success
• Continued Learning and Technical Excellence
• Strong Client Relationships
• Citizenship and Community

Applied Information Sciences is an Equal Opportunity Employer and does not discriminate on the basis of race, national origin, religion, color, gender, sexual orientation, age, disability, protected veteran status, or any other basis covered by law. Employment decisions are based solely on qualifications, merit, and business need.