About the position
Our client is a leading international engineering and industrial automation group specialising in warehouse storage systems, robotics and supply chain automation. With operations across Europe, North America and South Africa, the business delivers innovative solutions to some of the world's largest manufacturing and logistics organisations. They are looking for an Workplace (Endpoint) Support Engineer.
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
Role Boundaries & Decision Rights
- 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 escalate 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).
Collaboration & Documentation
- 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 escalate to Security when required.
- Support Entra ID controls (MFA, SSPR, access reviews) within agreed procedures.
- Support audits and compliance activities when required.
Qualifications
- Bachelor’s Degree (or equivalent experience).
- 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.
- Fluent in English.
Additional information
Job complexity and challenges
- 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.
What's on Offer
- Remote role based in South Africa.
- Opportunity to work for a leading international engineering organisation.
- Exposure to global business systems and international stakeholders.
- Ongoing training and professional development.
- Competitive remuneration package.
General:
· Only shortlisted candidates will be contacted. Should you not hear from us after 30 days you may consider your application unsuccessful
· Please include your current salary and salary expectations.
· A valid passport is required and willingness to travel to Belgium for training.
Desired Skills:
- APIs
- Customer Support
- Database
- Software
- SQL
- Troubleshooting
- Windows
About The Employer:
Our client is a leading international engineering and industrial automation group specialising in warehouse storage systems, robotics and supply chain automation. With operations across Europe, North America and South Africa, the business delivers innovative solutions to some of the world's largest manufacturing and logistics organisations.
