Job Description:
About Merkle
We Dream. We Do. We Deliver. At Merkle, a dentsu company, we power the experience economy. Whether we're building the next great app, running CRM at scale for global brands, delivering technology architectures that support millions of users, or providing world-class data, identity, and insights solutions, it's all in the name of crafting experiences that set brands apart from the competition. Backed by dentsu's legacy of innovation and creativity originating in Japan, we've spent over 35 years helping brands build loyalty, drive growth, and connect meaningfully with their audiences. We've been named a global "Leader" by top industry analyst firms in categories as wide-ranging as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management.
Job description:
You'll join dentsu's Modern Workplace technology team as a Modern Workplace Engineer, reporting to the Modern Workplace Operations Manager and providing advanced operational support to users across the region. In this hands-on role, you'll resolve complex incidents and service requests, troubleshoot technical issues and support approved changes to keep services stable and improve the day-to-day support experience. You'll bridge frontline support and global engineering, working with local and remote support teams and service owners, who retain ownership of global platforms, standards and major service changes.
Key Responsibilities
Provide advanced support for Modern Workplace services within the agreed support scope.
Investigate and resolve complex incidents and service requests that the Service Desk or desktop support teams cannot resolve.
Troubleshoot issues across collaboration, identity and access, endpoint management and virtual desktop services.
Carry out approved operational changes and service improvements within agreed change processes.
Work with service owners on escalations that need platform-level expertise, elevated access, service changes or deeper root cause investigation.
Create and maintain operational documentation, troubleshooting guides, knowledge articles and runbooks.
Identify recurring issues and support trends, and recommend process improvements, automation or ways to help frontline teams resolve more issues themselves (shift-left).
Contribute to problem management and major incident activity through technical analysis, evidence gathering and follow-up actions.
Progress, update and resolve support tickets in line with agreed service levels and support standards.
Collaborate across technical teams and stakeholders to improve operational stability and the end-user support experience across the region.
Qualifications and Experience
Strong experience supporting enterprise Modern Workplace services at an advanced level, with qualifications or proven experience in relevant technologies such as Okta, Microsoft 365, Active Directory, Intune and Azure Virtual Desktop (AVD).
A structured approach to troubleshooting complex technical issues, with the ability to prioritise work and organise follow-up actions.
Experience writing technical documentation, including operational runbooks and knowledge base articles.
Proficiency in IT service management using ITIL, the Information Technology Infrastructure Library framework, including change, incident and problem management.
Experience using PowerShell for administration, troubleshooting or operational improvement.
Involvement in implementing technology processes, policies and standards, and the ability to support changes when teams introduce new technology solutions.
Experience improving support processes, contributing to automation opportunities or helping frontline teams resolve more issues themselves.
Clear written and verbal communication: explain complex issues to end users, build working relationships across technical teams and stakeholders, and keep learning as services…