L2 Workplace Support Engineer

Job description

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. Bachelor’s/master'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. 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. Unsolicited representations by third parties (recruitment agencies, headhunters, ...) of CVs via mail and/or telephone for our vacancies are considered as direct applications where no compensation is provided to the third party. Any T&Cs from these third parties will not be accepted unless upon signature of the T&Cs by a person in charge of HR. Candidates remain registered in the system for 12 months and cannot be proposed again during this period. As a global leader in industrial storage solutions, stow Group is renowned for its engineering excellence and commitment to innovation. With over 45 years of industry expertise, we design and implement powerful racking and automation systems for clients worldwide. stow Group has two independent brands under its roof: stow for racking & semi-automated solutions and Movu Robotics for warehouse automation. Headquartered in Belgium, stow Group has production sites, affiliates and sales offices across all of Europe & USA, including a new racking production plant in USA as of April 2026. stow’s activity in Portugal began in 2019 with a production site and sales office in Ovar.