Managed Workplace Services Engineer  

1. 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.

1. 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.

1. 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.

1. 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.

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.