About this role
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.