Senior Workplace Engineer, Employee Technology Services

Overview

Thomson Reuters is seeking a Senior Workplace Engineer to provide third-line support and engineering for internal Microsoft 365 and AI productivity tools. The role focuses on Microsoft 365, Copilot, identity, endpoint management, automation, and AI-enabled support.

What you'll do

• Act as the senior escalation point for Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and wider M365 admin tools.
• Handle support, configuration, troubleshooting, and lifecycle management for Microsoft Copilot and other internal AI tools.
• Diagnose and fix identity, licensing, policy, and integration issues across M365 and AI services.
• Resolve complex escalations spanning multiple services independently at the third-line level.
• Give technical guidance to L1 and L2 support teams.
• Find the root cause of recurring incidents and drive them to permanent fixes.
• Keep knowledge articles, runbooks, and support documentation up to date.
• Build automation with PowerShell, Microsoft Graph, Microsoft Power Platform, and similar tools.
• Design and deliver AI-enabled support and self-service tools.
• Turn recurring incident patterns into permanent engineered fixes.
• Work across endpoint management, including Intune-managed devices and modern management, where it overlaps with M365 and AI tools.
• Partner with endpoint and identity teams to resolve cross-team issues.
• Support the adoption, governance, and reliability of AI productivity tools.
• Turn technical capabilities into measurable results for employees.
• Explain technical fixes clearly to non-technical users.
• Decide whether an issue needs a quick fix or a permanent engineering solution.

What you'll need

• 6+ years of IT support and engineering experience, mainly in End User Computing in a modern enterprise environment.
• Bachelor's degree in Computer Science, Systems Engineering, or a related field, or equivalent experience.
• At least 3 years of hands-on Microsoft 365 experience, including configuration, administration, troubleshooting, and third-line support across the core services.
• Proven hands-on experience with Microsoft Copilot or similar enterprise AI productivity tools.
• Microsoft 365 Certified: Administrator Expert (MS-102), or equivalent proven M365 expertise.
• Automation and scripting experience with PowerShell and Microsoft Graph.
• Working knowledge of endpoint management, including Intune and modern management.
• Working knowledge of enterprise identity, including Entra ID.
• A track record of resolving complex escalations independently and turning recurring problems into automated or engineered solutions.
• Strong written and spoken English.
• A customer-service mindset focused on the employee experience.
• Strong ownership and the ability to see issues through to closure without escalating them.

Nice to have

• Microsoft Copilot or other AI-related certifications.
• Microsoft Certified: Identity and Access Administrator Associate (Entra ID).
• Microsoft Certified: Endpoint Administrator (MD-102), or equivalent Intune expertise.
• Experience delivering AI-enabled self-service and automation in an enterprise workplace.
• Experience working across M365, endpoint, and identity services.

Details

• Locations listed: Hyderabad; Bangalore, Karnataka; Telangana, India; Bengaluru, Karnataka.
• Hybrid work model with 2–3 days a week in the office depending on the role.
• Work from anywhere for up to 8 weeks per year.