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L2 Workplace Support Engineer

Stow | Ovar, Portugal | Posted May 23, 2026

Position Overview

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...

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