Workplace Engineer

Job Description: Workplace Engineer (L2 Support – Shift-Based 24x5) 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.