Global Workplace Services Engineer - Microsoft 365

Job Overview

The 2nd Line Workplace Services Support role is a key part of the Global WPS Team at ING, focused on delivering exceptional support to employees worldwide. This role is critical in maintaining seamless technical operations by addressing and resolving issues efficiently while ensuring compliance with IT policies. The role involves triaging tickets, managing customer expectations, and contributing to the organization’s knowledge-sharing efforts. The successful candidate will be instrumental in enhancing the digital workplace experience, driving technical improvements, and ensuring operational excellence across a highly regulated environment.

Key Responsibilities

• Provide 2nd Line Workplace Service Support: Deliver direct support to employees globally, addressing technical issues efficiently while ensuring a regulated environment is adhered to.
• Manage Customer Expectations: Listen and address ticket resolutions promptly, ensuring a quick and accurate resolution.
• Documentation: Record resolutions and share them with the team to enhance knowledge sharing across the company.
• Triage Tickets and Communications: Assign incoming tickets, calls, and emails to the relevant team members for efficient handling.
• Self-Development: Work towards promotion to domain expert through continuous self-improvement.
• ITRMP Operations: Participate in IT risk management and policy-related activities.

Key Capabilities/Experience

• Extensive Help Desk Experience: Proven track record in service desk or help desk environments with an emphasis on issue resolution.
• ITIL Knowledge: Strong understanding of ITIL incident management and its application in technical environments.
• Customer Service Skills: Ability to actively listen, document, and maintain relationships with end users.
• Technical Knowledge: Familiarity with Digital Workplace tools such as Microsoft365, Entra ID/AD, Intune, Citrix, Windows, and MacOS.
• Problem-Solving Skills: Analytical mindset for diagnosing and resolving issues through interpretation and collaboration.
• Independence and Collaboration: Ability to work autonomously while engaging with third-line engineers to craft solutions.
• Observation and Correlation Skills: Ability to identify patterns and propose improvements in technical workflows.

Minimum Qualifications

• Educational Background: Bachelor’s degree in information technology, Computer Science, or a related field.
• Experience: Minimum of 3 years of work experience on the related role
• Technical Knowledge: Strong understanding on different digital workplace tools.
• Problem-Solving Skills: Ability to identify potential risk and develop effective solutions to mitigate them..
• Certifications: Relevant certifications such as ITIL v4, CompTIA A+, or M365 is a plus.