L2 Modern Workplace Engineer

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.

Qualifications :

• Bachelors/masters degree (or equivalent experience).
• 35 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.

Additional Information :

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.

Remote Work :

No

Employment Type :

Full-time