Description

You will own L2 workplace support, resolving complex end-user incidents and escalations for Microsoft 365 and endpoint environments.

This role is on-site.

Responsibilities

• Resolve complex workplace incidents via ServiceNow, ensuring timely resolution within SLAs.
• Perform root cause analysis and drive permanent fixes for recurring issues.
• Execute non-standard operational changes and coordinate with L3 teams and vendors.
• Maintain runbooks, knowledge base articles, and operational documentation.
• Support shift-based 24x5 operations, including major incident bridge calls.

Required Skills

• 5+ years in Workplace Support, End User Services, or IT Operations.
• Deep expertise in Microsoft 365, Exchange Online, Teams, SharePoint Online, and OneDrive.
• Strong command of Active Directory, IAM, SCCM, and Intune.
• Proficiency with ServiceNow for ticketing and change management.
• Experience in shift-based or 24x5 support environments.
• Proven ability to handle escalations and complex incidents.

Preferred Skills

• Microsoft Certifications and Entra ID experience.
• Familiarity with DNS, GPO, uniFLOW, and enterprise printing solutions.

Key Skills

Education

Any Graduate