Detalhe da Oferta:
stow is one of the leading suppliers of storage solutions. Our core activity is the development, manufacturing and installation of top-quality racking systems for the storage of palletized or small goods and longer items, as well as mezzanine structures.
Based in Ovar, Portugal, the L2 Workplace Support 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 responsabilities:
. 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.
. 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.
. Execute standard service requests per agreed procedures (e.g., onboarding/replacements, access/role changes, and approved configuration changes).
. 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.
. 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:
. Bachelors/masters degree (or equivalent experience).
. 35 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.
To apply, please follow this link: https://growwithstow.com/job/l2-workplace-support-engineer/
Based in Ovar, Portugal, the L2 Workplace Support 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 responsabilities:
. 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.
. 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.
. Execute standard service requests per agreed procedures (e.g., onboarding/replacements, access/role changes, and approved configuration changes).
. 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.
. 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:
. Bachelors/masters degree (or equivalent experience).
. 35 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.
To apply, please follow this link: https://growwithstow.com/job/l2-workplace-support-engineer/