Workplace Services Specialist

Job purpose

Serve as a senior technical expert within the Workplace Services team, providing advanced (L2 + L3) support and operational excellence across Microsoft 365 technologies - including Exchange (Hybrid/Online), Intune, Teams & Enterprise Voice, Microsoft SharePoint and Entra  role ensures secure, reliable, and efficient digital workplace experiences for a global enterprise, driving collaboration, communication, and endpoint management.

As a core member of the Workplace Services team, you will support a modern, cloud-first environment while collaborating with specialists across the Microsoft 365 ecosystem, gaining broad exposure and opportunities for cross-domain learning. You will tackle complex technical challenges, lead troubleshooting efforts, and contribute to the development of standards and best practices. Additionally, you will participate in training, documentation, and automation initiatives, with a clear path for professional growth.

Main accountabilities and tasks (include KPIs and ESH requirements)

· Provide Level 2 and Level 3 support for Exchange, Intune, Teams/Enterprise Voice, Microsoft SharePoint and related M365 services, ensuring timely and effective resolution of incidents and service requests.

· Collaborate with IT, security, and business teams to deliver seamless digital workplace experiences.

· Develop and maintain technical documentation (HLDs, LLDs, SOPs) for Workplace Services technologies.

· Automate routine administrative tasks using Power Shell and other tools to improve efficiency.

· Enforce security, compliance, and data protection policies across all supported platforms.

· Participate in change management, patching, and upgrade projects for M365 services.

· Mentor and collaborate with local IT teams, contribute to knowledge base articles, and lead training sessions to ensure consistent standards and best practices across the organization.

· Continuously review and improve processes, driving automation, standardization, and operational

excellence.

Desired experience and qualifications

Work experience:

7+ years

Expertise (e.g. professional, technical): senior professional

Languages:

Fluent in English, with strong verbal and written communication skills to effectively collaborate with global teams and support documentation and training efforts.

Soft skills:

Strong collaboration, problem-solving, adaptability, and clear communication are essential for success in a fast-paced, team-oriented environment. A proactive, self-driven approach to troubleshooting and continuous improvement will be key to thriving in this role.

Other:

- Hands-on experience with incidents and change management in enterprise environments.

- Extensive experience with Azure Active Directory, Microsoft 365 services, and modern cloud-based device management solutions, including Windows 365.

- Proficient in Graph API and Power Shell scripting for automation.

- In-depth knowledge of SCCM architecture, Intune policies, and advanced Windows troubleshooting for complex scenarios.

- Strong background in mailbox migrations, hybrid Exchange troubleshooting, and directory synchronization for seamless integration.

- Experience with Microsoft Teams administration (including Enterprise Voice), SharePoint Online, and One Drive for Business to support collaboration and productivity.

- Excellent communication and stakeholder management skills to align technical solutions with business needs.

- Microsoft Certified Trainer (MCT) or other relevant Microsoft certifications for training and knowledge sharing is a plus.

- Experience with AI integrations and solutions in endpoint management and Microsoft 365 environments is a plus.