Job Description: Workplace Engineer (L2 Support – Shift-Based 24x5)
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.
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Provide L2 workplace support by handling escalations from users via ticketing tools and e-mails, performing monitoring activities, troubleshooting, and resolution
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Take ownership of complex incidents, ensuring timely resolution within agreed SLAs
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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
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Drive incident resolution end-to-end, including coordination with L3 teams, vendors, and external providers
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Review, validate, and execute non-standard and complex operational changes following change management processes
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Participate actively in major incident management, including technical bridge calls when required
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Ensure problem management activities, including identifying recurring issues and driving permanent fixes
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Maintain and improve operational documentation, runbooks, troubleshooting guides, and knowledge base articles
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Support and optimize workplace management, monitoring, and administration tools
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Contribute to service improvement initiatives, automation opportunities, and operational efficiency
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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)
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Strong requirement for effective handover communication between shifts
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Flexibility to adapt to rotational schedules across time zones
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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
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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
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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
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Experience with workplace monitoring and ITSM tools
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5+ years of experience in Workplace Support, End User Services, IT Operations, or Digital Workplace environments
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Proven experience in handling complex incidents and escalations
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Experience in a shift-based or 24x5 support environment
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Strong analytical and problem-solving skills
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Ability to work independently and take technical ownership
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Excellent communication and stakeholder management skills
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Ability to perform under pressure in a high-availability enterprise environment
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Proficiency in written and spoken English is a must
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Microsoft Certifications or equivalent
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Administrator experience with global tools such as Active Directory, Microsoft 365, Intune, SCCM, uniFLOW, Entra ID
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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.
