L2 Workplace Support Engineer

STOW Group; Ovar; Presencial; EUR 30 000 - 50 000; Tempo integral

Resumo da oferta

STOW Group is looking for an L2 Modern Workplace Engineer in Ovar, Portugal to ensure a stable and secure modern workplace by resolving user issues and troubleshooting within defined standards. The ideal candidate has 3–5 years of experience, strong knowledge of Microsoft 365, and excellent troubleshooting skills. Occasional travel may be required for installations and support. Join a diverse international team and contribute to continuous improvement projects and processes.

Qualificações

• 3–5 years of relevant experience in enterprise or consulting.
• Strong knowledge of Windows 11 and Microsoft 365 services.
• Experience with Microsoft Teams and telephony is a plus.

Responsabilidades

• Own L2 troubleshooting, resolution, and user communication.
• Troubleshoot incidents related to Microsoft 365 services.
• Perform root-cause analysis for recurring issues.

Conhecimentos

Microsoft 365

Troubleshooting

Analytical skills

Microsoft Entra

PowerShell

Graph API

Descrição da oferta de emprego

Job Description

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

• 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 escalates 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).
• 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 escalated to Security when required.
• Support Entra ID controls (MFA, SSPR, access reviews) within agreed procedures.
• Support audits and compliance activities when required.

Qualifications

• 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.

Additional Information

• 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.