Copilot Studio, Power Platform Support

Role Summary: We are seeking a highly capable SharePoint Support Engineer to provide end-to-end operational support for SharePoint Online and SharePoint Server environments. The ideal candidate will have strong SharePoint administration experience, Power Automate workflow troubleshooting skills, basic Azure knowledge, and familiarity with compliance administration fundamentals. This role requires the ability to work in any global time zone, handle incidents and escalations, and communicate effectively with business users, stakeholders, and technical teams. Key Responsibilities: • Provide L2/L3 support for SharePoint Online and SharePoint On-Prem (SharePoint Server) environments. • Administer SharePoint sites: site provisioning, permissions management, groups, libraries, lists, and governance alignment. • Support SharePoint Server installation, configuration, and maintenance activities (Farm setup, service applications, IIS basics, patching support). • Create, modify, and troubleshoot workflows using Power Automate (Flow) including triggers, actions, connectors, approvals, and error handling. • Diagnose and resolve workflow failures, connector issues, authentication problems, and throttling/limits-related failures. • Provide basic compliance support: understanding retention, auditing, sensitivity labels, DLP basics, and compliance-related troubleshooting. • Work with Microsoft 365 admin centers and coordinate with Security/Compliance teams for governance and audit-related requests. • Support basic Azure-related tasks such as understanding Azure AD/Entra ID concepts, app registrations, permissions, and identity troubleshooting. • Perform user and access lifecycle support: external sharing support, guest access basics, and troubleshooting authentication/access issues. • Provide incident management: ticket triage, root cause analysis (RCA), corrective actions, and preventive measures. • Create and maintain technical documentation, SOPs, KB articles, and support handover notes. • Collaborate with cross-functional teams (Networking, Security, Identity, Endpoint, App teams) for end-to-end issue resolution. • Ensure adherence to operational SLAs, support processes, change management, and compliance requirements. • Participate in 24x7 support model and on-call/rotational shifts across any time zone. Required Skills & Qualifications: SharePoint Administration (Mandatory) • Strong hands-on experience with SharePoint Online administration (site management, permissions, governance, sharing settings). • Experience supporting SharePoint lists/libraries, views, metadata, content types, versioning, and site templates. • Ability to troubleshoot common SharePoint end-user and admin issues effectively. Power Automate / Workflow (Mandatory) • Strong knowledge of Power Automate workflow creation and troubleshooting. • Experience with connectors (SharePoint, Outlook, Teams, Forms, Approvals, Excel, etc.). • Ability to debug flow run history, handle errors, optimize logic, and apply best practices. SharePoint Server (Mandatory / Strong Plus) • Experience with SharePoint Server installation and configuration (2013/2016/2019/SE). • Understanding of SharePoint farm architecture, IIS basics, SQL connectivity concepts, and service applications. • Experience supporting patching/upgrade assistance and health checks (as per operational procedures). Azure / Identity (Basic Required) • Basic knowledge of Azure / Entra ID fundamentals: users/groups, authentication concepts, and access policies basics. • Exposure to Azure App Registration concepts and permissions (Graph/SharePoint access is a plus). Compliance (Basic Required) • Basic understanding of M365 Compliance concepts: audit logs, retention policies, sensitivity labels, and DLP fundamentals. • Ability to support compliance-related tickets with proper governance and audit-ready communication. Server & Networking (Basic Required) • Basic Windows Server administration knowledge (services, event logs, IIS concepts, scheduled tasks). • Basic networking concepts: DNS, IP, proxy, firewall basics, SSL/certificates fundamentals for troubleshooting. Communication & Support Skills (Mandatory) • Strong verbal and written communication skills with ability to provide clear updates to technical and non-technical stakeholders. • Experience handling escalations, customer communications, and providing timely resolutions with professionalism. • Strong documentation skills and ability to produce structured incident updates and RCA reports. Preferred / Good-to-Have: • PowerShell scripting exposure (SharePoint Online Management Shell, PnP PowerShell). • Understanding of Microsoft Graph basics for integration and automation. • Knowledge of ITIL processes (Incident/Problem/Change Management). • Experience supporting migrations (SharePoint/OneDrive) or governance initiatives. Shift & Availability Requirements: • Willingness to work in rotational shifts across any time zone (AMER/EMEA/APAC). • On-call support participation as per business needs. • Ability to provide timely support during critical incidents and planned maintenance windows. Behavioral Competencies: • Strong ownership and accountability in incident handling. • Structured problem-solving, analytical thinking, and attention to detail. • Ability to work independently and collaboratively in a global support model. • Customer-first mindset with focus on operational excellence. What Success Looks Like: • Consistent SLA adherence and reduced repeat incidents through strong troubleshooting and preventative actions. • High customer satisfaction through clear communication and reliable resolution. • Strong governance alignment, documentation quality, and audit-friendly operations. Must have: • Proven SharePoint support experience, workflow troubleshooting capability, and willingness to work across time zones. IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.