Productivity O365 Engineer L3

Location - Atlanta, GA or Cincinnati, OH
Must Have Skills:
Stronger Intune experience focused on office deployments and hands-on administration of productivity SaaS platforms, along with daily incident handling and direct user support

Job Description
Role Overview
This role will serve as a technical expert responsible for the management, servicing, and advanced troubleshooting of Microsoft Office and Productivity applications across the enterprise. This role will act as a key escalation point and work closely with engineering, identity, endpoint management, and vendor support to maintain operational excellence of Office applications.

Key Responsibilities and Preferred Skills
Serve as a Level 3 technical expert responsible for Microsoft Office application lifecycle management including Microsoft 365 Apps for Enterprise (Word, Excel, PowerPoint, Lists, Loop, Bookings, OneNote, Access, Planner, Forms, To Do and Whiteboard).

Manage Microsoft Office update channels including Current Channel, Monthly Enterprise Channel, Semi-Annual Enterprise Channel, and Preview channels, ensuring proper deployment, validation, and governance aligned with enterprise standards.

Plan, implement, and govern Office update servicing strategies using Microsoft Intune, Office Deployment Tool (ODT). Act as escalation point for complex Office application incidents from Service Desk and L2 support teams, driving root cause analysis and resolution.

Perform advanced troubleshooting of Microsoft Office applications including:
Office activation issues, Office crashes, freezes, and performance problems, Update failures and servicing issues, Office add-in conflicts and compatibility issues, Licensing and subscription related problems, Integration issues with OneDrive, SharePoint, and Teams.

Administer and support enterprise productivity platforms including Smartsheet, Slido, Miro, and Adobe Acrobat, ensuring platform stability, availability, and performance.

Manage user provisioning, license assignment, access controls, and platform configurations aligned with enterprise governance and security policies.

Troubleshoot and resolve access issues, authentication problems, integration issues, and platform-related incidents, acting as a Level 3 escalation point when required.

Monitor platform usage, license utilization, and service health to ensure optimal performance and operational efficiency.

Act as the primary technical liaison with vendors to support teams, managing escalations, coordinating issue resolution, and ensuring SLA adherence. Partner with vendor Customer Success Managers and technical teams to support platform upgrades, feature rollouts, and service improvements.

Provide timely and professional support for executive-level users, ensuring priority handling of incidents and requests, and maintain availability to respond to critical escalations with ownership, urgency, and accountability.

Work directly with end users to troubleshoot and resolve technical issues across Microsoft 365, productivity platforms, and endpoint-integrated applications, ensuring timely resolution, clear communication, and minimal disruption to business operations.

Work directly with end users on a daily basis to investigate, troubleshoot, and resolve technical incidents and service requests, ensuring timely ticket closure and maintaining high levels of customer satisfaction.

Participate in testing activities including validation of new features, patches, updates, and platform changes to ensure stability, compatibility, and readiness prior to production deployment.

Execute and support change management processes by planning, implementing, documenting, and validating changes in coordination with Change Management teams, ensuring compliance with enterprise standards and minimizing operational risk.

Work directly with end users on a daily basis to investigate, troubleshoot, and resolve technical incidents and service requests, ensuring timely ticket closure and maintaining high levels of customer satisfaction.
Utilize ServiceNow for incident, request, and problem management, including ticket tracking, documentation, escalation, and closure in accordance with established SLAs and operational processes.
Develop and maintain administrative documentation, SOPs, and operational procedures for productivity platforms.
Identify opportunities to improve automation, governance, platform performance, and overall end-user experience.
Experience analyzing Office logs and troubleshooting update failures

Working knowledge with PowerShell and other automation skills for Office administration and troubleshooting

Preferred working hours aligned with Eastern Standard Time (EST) business hours, with flexibility to support occasional evenings and weekends based on operational needs, deployments, or incident response.

Preferred Certifications
Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
Microsoft Certified: Azure Administrator Associate (AZ-104)
ITIL Foundation Certification