Serve as a senior escalation point for complex incidents and requests, particularly Microsoft 365 collaboration services such as Teams, OneDrive, SharePoint, Microsoft 365 applications, Forms, Planner, shared mailboxes, distribution groups, Microsoft 365 Groups, permissions, and related integrations. The technician partners with business owners, IT teams, security, vendors, to translate needs into supportable solutions, reduce solution sprawl, manage risk, clarify ownership, and improve how employees work.