Senior Managed Workplace Services Engineer

Purpose:

Delivers managed workplace and Microsoft 365 services for the ITVT Group. Handles 1st and 2nd level cases, runs the recurring operational processes to agreed service standards, and uses the company’s AI tooling as part of normal working practice.  

Key Responsibilities:

Service desk & case handling

• Receive, qualify, prioritise and resolve cases; document findings and actions in the ticketing system and maintain accurate time entries.
• Work to agreed SLAs in an interrupt-driven environment; escalate with complete diagnostics (logs, repro steps, impact).
• Follow ITIL-oriented processes for classification, prioritisation, escalation and documentation.
• Maintain professional, service-oriented communication with users and customer contacts, including proactive status updates.

Workplace & identity operations

• Endpoint management: device enrolment, policy and compliance, update and hardware fault handling, remote reset, Cloud PC provisioning.
• Identity and access administration: users, groups, roles, access policies and permissions within agreed approval paths.
• Microsoft 365 administration: Exchange Online and shared mailboxes, SharePoint and OneDrive permissions, Teams.
• Execute joiner, leaver and change requests end to end, including audit-relevant evidence.

Security hygiene & licence administration

• Patch and vulnerability management cycles, e-mail quarantine review and alert triage against documented runbooks; escalate anomalies.
• Licence and subscription administration: assignments, entitlement checks, renewals and vendor support cases.

AI-enabled working & documentation

• Use Microsoft 365 Copilot and approved AI tooling in daily case handling, drafting and troubleshooting, within the applicable AI usage and data protection rules.
• Identify repetitive tasks suitable for automation or AI assistance and propose them.
• Produce and maintain knowledge base articles and runbooks for recurring tasks, including AI-assisted drafting with own review before publication.
• Support users and colleagues in adopting AI tooling for everyday workplace tasks.

Minimum Qualifications:

Required Skills and Qualifications

• 3+ years in IT support or operations in a Microsoft cloud environment.
• Practical endpoint management and Windows client troubleshooting.
• Identity and access administration; understanding of RBAC, MFA and conditional access concepts.
• Microsoft 365 workload administration (Exchange, SharePoint, Teams).
• Ticket-based working in a service delivery context and structured documentation.
• Scripting basics (PowerShell) an advantage.
• Practical experience with AI assistants at work, and awareness of their limits regarding accuracy and confidential data.
• Fluent English; German an advantage.

Desired Profile

• Completed IT training or degree, or comparable practical experience.
• Strong service orientation and customer focus.
• Reliable, methodical, comfortable with volume and interruption.
• Cloud-first background rather than a purely on-premises profile.
• Curious about new tooling and willing to certify.