Job Description: Workplace Engineer (L2 Support – Shift-Based 24x5)
Role Overview
We are seeking a Workplace Support Engineer (L2 Support) to join our integral 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 effi

📌 Workplace Engineer (Monterrey)
🏢 Flsmidth
📍 Monterrey