Provide L2 workplace support in a shift-based 24x5 model: troubleshoot and resolve complex end-user and collaboration incidents across Microsoft 365, Active Directory, SCCM/Intune, printing, and Teams Rooms. Drive incident and problem management, coordinate with L3 teams and vendors, execute complex changes, maintain runbooks and knowledge bases, and contribute to monitoring, automation, and service improvements.
Job Description: Workplace Engineer (L2 Support – Shift-Based 24x5)
We are seeking a Workplace Support Engineer (L2 Support) to join our global Workplace Operations team. This role is responsible for providing advanced technical support, resolving complex workplace and end-user incidents, and ensuring stability, performance, and continuous improvement of workplace infrastructure and collaboration services.
This is a shift-based hybrid role with office presence, requiring coverage across a 24x5 operational model and support for global workplace infrastructure and services, with occasional after-hours activities for complex changes or critical tasks.
Key Responsibilities- Provide L2 workplace support by handling escalations from users via ticketing tools and e-mails, performing monitoring activities, troubleshooting, and resolution
- Take ownership of complex incidents, ensuring timely resolution within agreed SLAs
- Perform in-depth diagnostics and root cause analysis for workplace and end-user issues related to:
- Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive)
- Active Directory and Identity and Access Management (IAM) services
- SCCM and Intune Co-Management
- Enterprise printing solutions
- Teams Rooms and meeting room technologies - Drive incident resolution end-to-end, including coordination with L3 teams, vendors, and external providers
- Review, validate, and execute non-standard and complex operational changes following change management processes
- Participate actively in major incident management, including technical bridge calls when required
- Ensure problem management activities, including identifying recurring issues and driving permanent fixes
- Maintain and improve operational documentation, runbooks, troubleshooting guides, and knowledge base articles
- Support and optimize workplace management, monitoring, and administration tools
- Contribute to service improvement initiatives, automation opportunities, and operational efficiency
- This is a shift-based role within a 24x5 support model, including:
- Day, evening, and night shifts
- Weekend and holiday coverage (as per rotation schedule) - Strong requirement for effective handover communication between shifts
- Flexibility to adapt to rotational schedules across time zones
- Strong understanding of:
- Microsoft 365 services (Exchange Online, Teams, SharePoint Online, OneDrive)
- Active Directory and Identity and Access Management (IAM) services
- Windows endpoint management
- SCCM and Intune Co-Management
- DNS and GPO fundamentals
- Enterprise printing and collaboration technologies - Hands-on experience with:
- Microsoft tools suite
- End User support for large scale platforms (Windows, Active Directory, Endpoint Management)
- ServiceNow or similar ITSM platforms
- Remote support and endpoint troubleshooting tools - Ability to:
- Troubleshoot complex end-user and collaboration issues end-to-end
- Analyze logs, client-side issues, and service connectivity problems
- Coordinate technical resolution across multiple support teams - Experience with workplace monitoring and ITSM tools
- 5+ years of experience in Workplace Support, End User Services, IT Operations, or Digital Workplace environments
- Proven experience in handling complex incidents and escalations
- Experience in a shift-based or 24x5 support environment
- Strong analytical and problem-solving skills
- Ability to work independently and take technical ownership
- Excellent communication and stakeholder management skills
- Ability to perform under pressure in a high-availability enterprise environment
- Proficiency in written and spoken English is a must
- Microsoft Certifications or equivalent
- Administrator experience with global tools such as Active Directory, Microsoft 365, Intune, SCCM, uniFLOW, Entra ID
- Experience working with global teams and external vendors
We offer all employees access to a dedicated recognition platform, empowering you to celebrate achievements, share appreciation and stay connected globally.
FLSmidth Chennai, Tamil Nadu, IND Office
Chennai, Tamil Nadu, India, 603103
Similar Jobs
Industrial
Provide L3 workplace engineering support, resolve escalations and major incidents, perform root cause analysis, design and implement hardening and automation, lead workplace projects and migrations, enforce governance and documentation, and mentor L2 engineers.
Top Skills:
Active DirectoryAzure AdDnsEntra IdExchange OnlineGroup PolicyIntuneMicrosoft 365Microsoft 365 Admin CenterMicrosoft Endpoint ManagerOnedriveSccmServicenowSharepoint OnlineTeamsTeams RoomsUniflowWindows Endpoint Management
Big Data • Fintech • Financial Services
The Principal Engineer will lead the design and delivery of solutions in Microsoft ecosystems, mentor a team, and ensure compliance with best practices.
Top Skills:
Azure AdAzure DevopsAzure Enterprise ApplicationsAzure PoliciesGraph ApiIntuneAzureMs DefenderOffice 365PowerautomatePowershellTeams
Retail • Sports
Develop and maintain Digital Workplace tools, working closely with teams, performing testing, debugging, and technical research. Requires web development experience and familiarity with modern software architectures.
Top Skills:
Azure ServicesGitHTML/CSSJavaScriptMicrosoft GraphNode.jsPower AppsPower PlatformReactRest ApisSQLTypescript
What you need to know about the Chennai Tech Scene
To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
