Managed Workplace Services Engineer (d/f/m)

Delivers managed workplace and Microsoft 365 services for the ITVT Group. Handles 1st and 2nd level cases, runs the recurring operational processes to agreed service standards, and uses the companys AI tooling as part of normal working practice.

A.    Service desk & case handling 

• Receive, qualify, prioritise and resolve cases; document findings and actions in the ticketing system and maintain accurate time entries.  
• Work to agreed SLAs in an interrupt-driven environment; escalate with complete diagnostics (logs, repro steps, impact).  
• Follow ITIL-oriented processes for classification, prioritisation, escalation and documentation. 
• Maintain professional, service-oriented communication with users and customer contacts, including proactive status updates. 

B.      Workplace & identity operations 

• Endpoint management: device enrolment, policy and compliance, update and hardware fault handling, remote reset, Cloud PC provisioning. 
• Identity and access administration: users, groups, roles, access policies and permissions within agreed approval paths. 
• Microsoft 365 administration: Exchange Online and shared mailboxes, SharePoint and OneDrive permissions, Teams. 
• Execute joiner, leaver and change requests end to end, including audit-relevant evidence. 

C.     Security hygiene & licence administration  

• Patch and vulnerability management cycles, e-mail quarantine review and alert triage against documented runbooks; escalate anomalies. 
• License and subscription administration: assignments, entitlement checks, renewals and vendor support cases. 

D.     AI-enabled working & documentation 

• Use Microsoft 365 Copilot and approved AI tooling in daily case handling, drafting and troubleshooting, within the applicable AI usage and data protection rules.  
• Identify repetitive tasks suitable for automation or AI assistance and propose them. 
• Produce and maintain knowledge base articles and runbooks for recurring tasks, including AI-assisted drafting with own review before publication. 
• Support users and colleagues in adopting AI tooling for everyday workplace tasks.

• 3+ years in IT support or operations in a Microsoft cloud environment. 
• Practical endpoint management and Windows client troubleshooting. 
• Identity and access administration; understanding of RBAC, MFA and conditional access concepts. 
• Microsoft 365 workload administration (Exchange, SharePoint, Teams). 
• Ticket-based working in a service delivery context and structured documentation. 
• Scripting basics (PowerShell) an advantage. 
• Practical experience with AI assistants at work, and awareness of their limits regarding accuracy and confidential data. 
• Fluent English; German an advantage. 

• Completed IT training or degree, or comparable practical experience.
• Strong service orientation and customer focus. 
• Reliable, methodical, comfortable with volume and interruption. 
• Cloud-first background rather than a purely on-premises profile. 
• Curious about new tooling and willing to certify. 

• Strong organizational skills with the ability to prioritize tasks and manage multiple requests.
• A structured, reliable, and quality-focused way of working.
• The ability to work toward deadlines while maintaining attention to detail.
• A collaborative mindset with strong communication skills and a clear customer-service focus.
• Curiosity, willingness to learn, and motivation to grow in a technical support role.
• Ability to work independently, solve problems effectively, and communicate clearly with technical and non-technical users.
• A strong service mindset and enthusiasm for supporting users in a fast-moving business environment.

Technical Skills

• Internal service desk operations case / time-entry process, 1st & 2nd level for ITVT Group
• Endpoint & device management Intune, Autopilot, Cloud PC provisioning, Windows update failures, hardware faults, remote reset.
• Entra ID / identity & access roles, conditional access, VPN, Bitwarden, shared-mailbox permissions.
• M365 tenant administration Exchange / shared mailboxes, SharePoint / OneDrive permissions, Teams federation, mailing lists.
• License & vendor management M365 / Copilot / Cowork, Think-Cell, DeepL, Power BI Premium; renewals and raising Microsoft support tickets.
• SecOps hygiene vulnerability & patch management and e-mail quarantine handling (procedural, checklist-driven).
• Onboarding/ offboarding execution joiner / leaver / internal-change cases across the areas

We look forward to receiving your detailed application at https://jobs.itvt.de/apply?id=eb1299, stating your next possible starting date and your salary expectations!