Role Overview

We are seeking a Workplace Support Engineer (L2 Support) to join our global Workplace Operations 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.

This is a shift-based hybrid role with office presence, requiring coverage across a 24x5 operational model and support for global workplace infrastructure and services, with occasional after-hours activities for complex changes or critical tasks.

Key Responsibilities

• Provide L2 workplace support by handling escalations from users via ticketing tools and e-mails, performing monitoring activities, troubleshooting, and resolution
• 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 related to:
  - Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive)
  - Active Directory and Identity and Access Management (IAM) services
  - SCCM and Intune Co-Management
  - Enterprise printing solutions
  - Teams Rooms and meeting room technologies
• Drive incident resolution end-to-end, including coordination with L3 teams, vendors, and external providers
• Review, validate, and execute non-standard and complex operational changes following change management processes
• Participate actively in major incident management, including technical bridge calls when required
• Ensure problem management activities, including identifying recurring issues and driving permanent fixes
• Maintain and improve operational documentation, runbooks, troubleshooting guides, and knowledge base articles
• Support and optimize workplace management, monitoring, and administration tools
• Contribute to service improvement initiatives, automation opportunities, and operational efficiency

Shift Requirements

• This is a shift-based role within a 24x5 support model, including:
  - Day, evening, and night shifts
  - Weekend and holiday coverage (as per rotation schedule)
• Strong requirement for effective handover communication between shifts
• Flexibility to adapt to rotational schedules across time zones

Required Skills & Qualifications

Technical Skills

• Strong understanding 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
  - DNS and GPO fundamentals
  - Enterprise printing and collaboration technologies
• Hands-on experience with:
  - Microsoft tools suite
  - End User support for large scale platforms (Windows, Active Directory, Endpoint Management)
  - ServiceNow or similar ITSM platforms
  - Remote support and endpoint troubleshooting tools
• Ability to:
  - Troubleshoot complex end-user and collaboration issues end-to-end
  - Analyze logs, client-side issues, and service connectivity problems
  - Coordinate technical resolution across multiple support teams
• Experience with workplace monitoring and ITSM tools

Experience

• 5+ years of experience in Workplace Support, End User Services, IT Operations, or Digital Workplace environments
• Proven experience in handling complex incidents and escalations
• Experience in a shift-based or 24x5 support environment

Soft Skills

• Strong analytical and problem-solving skills
• Ability to work independently and take technical ownership
• Excellent communication and stakeholder management skills
• Ability to perform under pressure in a high-availability enterprise environment
• Proficiency in written and spoken English is a must

Nice-to-Have

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

We offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.