Senior Workplace Engineer

We are seeking a Senior Workplace Engineer (L2 Senior Support) to join our global Workplace team. This role is responsible for providing advanced technical support, resolving complex workplace and end-user incidents, and ensuring stability, performance, and continuous improvement of workplace infrastructure and collaboration services. 

The position primarily focuses on L2 operational support while also acting as a senior escalation point for complex incidents, supporting workplace improvement initiatives, and contributing to projects, automation, and operational governance activities. 

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 activities, and project implementations. 

Key Responsibilities 

• Provide senior L2 workplace support by handling escalations from users, Service Desk teams, and operational support teams 

• Take ownership of complex incidents, ensuring timely resolution within agreed SLAs 

• Perform in-depth diagnostics and root cause analysis for workplace and end-user issues 

• Participate actively in major incident management and technical bridge calls when required 

• Review, validate, and execute complex operational changes following change management processes 

• Ensure problem management activities, including identifying recurring issues and driving permanent fixes 

• Support workplace hardening, security improvements, and operational governance initiatives 

• Participate in workplace-related projects, migrations, rollout activities, and service improvements 

• Identify opportunities for automation, optimization, and operational efficiency improvements 

• Maintain and improve operational documentation, runbooks, troubleshooting guides, and knowledge base articles 

• Coordinate effectively with security, cloud, networking, and infrastructure teams 

• Provide technical guidance and mentoring to junior engineers and operational support teams 

Working Model 

• Hybrid setup 

• 8x5 working schedule aligned with business hours 

• On-call rotation schedule 

Technical Skills 

• Strong to advanced knowledge of Microsoft 365 services, Active Directory and Identity and Access Management (IAM) services, Windows endpoint management, SCCM and Intune Co-Management, enterprise printing and collaboration technologies, Teams Rooms 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, and enterprise printing platforms such as uniFLOW 

• Strong capability in troubleshooting, log analysis, service correlation, documentation, and operational process improvement 

Experience 

• 5+ years of experience in Workplace Engineering, End User Services, or IT Operations roles 

• Proven experience handling complex incidents and escalations in enterprise environments 

• Experience supporting large-scale global workplace environments 

• Experience participating in workplace projects, migrations, and service improvement initiatives 

Nice-to-Have 

• Microsoft Certifications or equivalent 

• Administrator experience with global tools such as Active Directory, Microsoft 365, Intune, SCCM, uniFLOW, Entra ID, and Teams Admin Center 

• Experience working with global teams and external vendors