The L2 Modern Workplace Engineer ensures a stable and secure modern workplace by resolving end-user issues that cannot be solved by Level 1. The role troubleshoots incidents, fulfils standard requests, and escalates complex cases to Level 3 when required, following defined standards and procedures. You will support the implementation of continuous improvement projects and processes.
Main responsibilities and key tasks
Role Boundaries & Decision Rights
- Own L2 troubleshooting, resolution, and user communication for incidents and requests within approved runbooks, tools, and standard changes.
- Escalate to L3 (or Security/Identity) for structural defects, design/policy changes, exceptions (e.g., Conditional Access), or recurring issues requiring engineering remediation.
- Does not change baseline configurations, global policies, or architecture; changes follow approved change processes and delegated permissions.
Incident & Problem Support (L2)
- Analyse, troubleshoot, and resolve L2 incidents related to the modern workplace.
- Troubleshoot Windows, macOS, iOS, and Android devices, Microsoft 365 services, and identity/access issues.
- Support Intune (enrolment, compliance, profiles, app deployment) and Entra ID (sign-in, MFA/SSPR basics, device registration).
- Mitigate user impact of Conditional Access and compliance policies (e.g., blocked access) and escalate when policy changes are required.
- Perform root-cause analysis for recurring issues, propose improvements, and escalate to L3 with clear documentation.
Service Request Execution
- Execute standard service requests per agreed procedures (e.g., onboarding/replacements, access/role changes, and approved configuration changes).
Collaboration & Documentation
- Coordinate with L1 for handover and knowledge sharing; support L3 during deeper investigations.
- Keep tickets up to date with clear troubleshooting notes, evidence, and user communication.
- Create and maintain knowledge articles and runbooks to improve L1 enablement and first-time fix.
- Monitor endpoint update/patch compliance and coordinate remediation or escalation as needed.
- Follow and continuously improve operational procedures.
Security & Compliance
- Apply security standards and report potential risks or misconfigurations.
- Triage Defender for Endpoint alerts for end-user devices (validate, guide containment, collect evidence) and escalate to Security when required.
- Support Entra ID controls (MFA, SSPR, access reviews) within agreed procedures.
- Support audits and compliance activities when required.
- Bachelor’s/master's degree (or equivalent experience).
- 3–5 years of relevant experience (enterprise and/or consulting preferred).
- Strong knowledge of Microsoft 365, Microsoft Entra, and Windows 11.
- Experience with PowerShell and Graph API is considered a plus.
- Experience with Microsoft Teams, Video Rooms and telephony is considered a plus.
- Strong troubleshooting and analytical skills; able to work independently within defined procedures.
- Clear communication with L1, L3, and stakeholders; structured documentation and follow-up.
- Fluent in English.
Job complexity and challenges
- Operate in a complex, international organization with diverse stakeholders, cultures, and local regulations.
- Work under an IT manager while taking ownership and applying a pragmatic, hands-on approach.
- Occasional travel may be required (estimated up to 10%) for installations, guidance, and support.
Unsolicited representations by third parties (recruitment agencies, headhunters, ...) of CVs via mail and/or telephone for our vacancies are considered as direct applications where no compensation is provided to the third party. Any T&Cs from these third parties will not be accepted unless upon signature of the T&Cs by a person in charge of HR. Candidates remain registered in the system for 12 months and cannot be proposed again during this period.