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
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Own L2 troubleshooting, resolution, and user communication for incidents and requests within approved runbooks, tools, and standard changes.
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Escalate to L3 (or Security/Identity) for structural defects, design/policy changes, exceptions (e.g., Conditional Access), or recurring issues requiring engineering remediation.
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Does not change baseline configurations, global policies, or architecture; changes follow approved change processes and delegated permissions.
Incident & Problem Support (L2)
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Analyse, troubleshoot, and resolve L2 incidents related to the modern workplace.
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Troubleshoot Windows, macOS, iOS, and Android devices, Microsoft 365 services, and identity/access issues.
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Support Intune (enrolment, compliance, profiles, app deployment) and Entra ID (sign-in, MFA/SSPR basics, device registration).
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Mitigate user impact of Conditional Access and compliance policies (e.g., blocked access) and escalate when policy changes are required.
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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
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Coordinate with L1 for handover and knowledge sharing; support L3 during deeper investigations.
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Keep tickets up to date with clear troubleshooting notes, evidence, and user communication.
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Create and maintain knowledge articles and runbooks to improve L1 enablement and first-time fix.
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Monitor endpoint update/patch compliance and coordinate remediation or escalation as needed.
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Follow and continuously improve operational procedures.
Security & Compliance
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Apply security standards and report potential risks or misconfigurations.
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Triage Defender for Endpoint alerts for end-user devices (validate, guide containment, collect evidence) and escalate to Security when required.
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Support Entra ID controls (MFA, SSPR, access reviews) within agreed procedures.
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Support audits and compliance activities when required.