DXC Technology
Website:
dxc.com
Job details:
Job Description Summary
The AI Platform Support Engineer will provide operational support, ticket resolution, knowledge enablement, governance alignment, and cross-functional coordination for enterprise AI workplace platforms. The role bridges end users, collaboration teams, Power Platform teams, security/compliance, developer support teams, and platform owners.
Required Experience - we are looking for overall 10+years of experience with 3–5 relevant Experience in M365 support, ITSM, Claude ,enterprise collaboration platforms, identity/access management, and user-facing troubleshooting is required.
Required Technical Skills - M365 Copilot, Teams, Exchange Online, SharePoint Online, OneDrive, Entra ID, ServiceNow, GitHub Copilot, Copilot Studio, Power Platform fundamentals, DLP concepts, SSO concepts, enterprise SaaS troubleshooting.
Preferred Skills -Power Platform administration, Dataverse, Microsoft Graph awareness, prompt engineering, AI governance, advanced Teams administration, developer tooling support, ticket analytics, RCA, automation, and adoption reporting.
Platform Support & Troubleshooting
- Support Microsoft 365 Copilot across Word, Excel, PowerPoint, Outlook, Teams, OneDrive, SharePoint, and Copilot Chat.
- Troubleshoot Copilot not appearing, blank screens, authentication prompts, license sync delays, feature availability, and app-level errors.
- Validate user eligibility, Microsoft 365 app update channels, browser compatibility, desktop / web app behavior, and service health signals.
- Separate platform defects, policy restrictions, user configuration issues, and unsupported use cases to avoid unnecessary escalations.
License, Entitlement & Access Management
- Handle provisioning and deprovisioning requests for AI tools including Microsoft 365 Copilot, GitHub Copilot, Copilot Studio, ChatGPT Enterprise, and Claude where supported by the client operating model.
- Support Entra ID group membership validation, license assignment checks, functional account issues, and approval workflow coordination.
- Document common entitlement failure scenarios and create reusable troubleshooting steps for frontline teams.
Copilot Studio, Agents & Power Platform
- Support agent creation, publishing, sharing, Teams channel enablement, knowledge source configuration, and basic connector troubleshooting.
- Identify DLP, Dataverse, Power Platform environment, capacity, connector, or authentication issues that require Power Platform team involvement.
- Create a structured handoff model for cases requiring environment-level changes, DLP review, connector approvals, or Azure / SSO intervention.
Governance, Security & Compliance
- Explain policy-driven limitations such as transcription restrictions, approved AI tools, blocked add-ins, DLP controls, and connector restrictions.
- Coordinate with Cybersecurity, Legal, Compliance, Modern Workplace, Power Platform, and Identity teams for escalations requiring policy decisions.
- Support identification and routing of AI-related security incidents, such as unauthorized browser extensions or blocked AI add-ins.
Knowledge Management & Adoption
- Create and maintain knowledge articles, FAQ pages, standard responses, troubleshooting guides, and self-service enablement content.
- Use ticket trends to identify repeated user education gaps and propose targeted training topics such as prompting, meeting Copilot, licensing, and agent publishing.
- Partner with adoption teams to improve AI literacy, reduce avoidable tickets, and improve end-user confidence
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