Role Overview

We are seeking a highly skilled Senior Workplace Engineer (L3 Support) to join our global Workplace Operations and Engineering team. This role is responsible for handling complex workplace and end-user issues, driving root cause resolution, and leading technical improvements, governance, and hardening initiatives across the workplace infrastructure.

The position plays a key role in stabilizing and evolving the workplace environment, actively contributing to projects, operational excellence, automation, and service improvements, while mentoring junior engineers.

This is a hybrid role, operating within an 8x5 support model and on-call rotation, with flexibility to support planned activities outside business hours for complex changes, maintenance, and project implementations.

Key Responsibilities

• Provide L3 Workplace Administrator support, handling escalations from L2 and internal users and resolving complex and critical incidents
• Perform deep technical troubleshooting and root cause analysis
• Lead and coordinate major incident resolution, acting as technical authority on bridge calls
• Design and implement workplace hardening measures, ensuring compliance with security standards and best practices
• Proactively identify and propose workplace improvements, automation opportunities, optimization, and stability initiatives
• Participate in and lead Workplace-related projects, including rollout, migration, transformation, and modernization activities
• Review and execute complex operational changes in line with change management processes
• Ensure proper administration, documentation, and governance of workplace configurations, standards, and operational procedures
• Maintain strong organization and tracking of actions, risks, and deliverables, ensuring timely follow-up and closure
• Coordinate effectively with multiple teams including security, cloud, networking, vendors, and business stakeholders
• Provide technical mentorship, guidance, and training to L2 engineers and support teams
• Contribute to runbooks, knowledge base, automation initiatives, and operational procedures enhancement

Working Model

• Hybrid setup
• 8x5 working schedule aligned with business hours
• On-call rotation schedule

Required Skills & Qualifications

Technical Skills

• Expert-level knowledge of:
  - Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive)
  - Active Directory and Identity and Access Management (IAM) services
  - Windows endpoint management
  - SCCM and Intune Co-Management
  - Enterprise printing and collaboration technologies
  - Teams Rooms and meeting room technologies
  - DNS and Group Policy fundamentals
• Strong hands-on experience with:
  - Microsoft 365 Admin Center
  - SCCM & Intune / Microsoft Endpoint Manager
  - Entra ID / Azure AD
  - ServiceNow or similar ITSM platforms
  - Enterprise printing management platforms such as uniFLOW
• Strong capability in:
  - End-to-end troubleshooting across multiple workplace domains
  - Endpoint, authentication, and collaboration service troubleshooting
  - Log analysis, client-side diagnostics, and service correlation
  - Operational governance, documentation, and process improvement

Experience

• 7+ years of experience in Workplace Engineering / End User Services / IT Operations roles
• Proven experience working at L3 level, handling complex enterprise environments and escalations
• Experience with enterprise/global workplace environments
• Experience in project delivery, workplace transformation, and modernization initiatives

Soft Skills

• Strong analytical and problem-solving mindset
• Excellent organizational and coordination skills, with the ability to manage multiple priorities
• Strong ownership and accountability for services and deliverables
• Effective communication and stakeholder management skills
• Ability to mentor and develop junior team members
• Proficiency in written and spoken English

Nice-to-Have

• Microsoft Certifications or equivalent
• Architecture design experience with global tools such as Active Directory, Microsoft 365, Intune, SCCM, uniFLOW, Entra ID
• Experience working with global teams and external vendors

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