Modern Workplace Engineer

Novigi is the data and technology partner to the Financial Services Industry with offices in Sydney, Brisbane, Canberra, Melbourne, Wollongong and Colombo, Sri Lanka. At our core, we are data-driven transformation and business optimisation experts. We partner with our clients to transform their business functions through the clever use of data and interoperability. We do this by offering a range of services and solutions.

Overview

The Modern Workplace Engineer serves as an essential bridge between end users and advanced technical solutions within today's dynamic office environments. This position is responsible for resolving complex issues that cannot be addressed by first-level support, ensuring the seamless integration and operation of modern workplace technologies. The role requires a combination of technical prowess, problem-solving acumen, clear communication, and a deep commitment to user satisfaction. As organisations increasingly rely on digital tools, cloud platforms, collaboration suites, and remote working infrastructures, the Modern Workplace Engineer plays a pivotal role in maintaining productivity, security, and user trust.

Success in this role is underpinned by the following core competencies, which reflect the technical, interpersonal, and professional capabilities required to deliver high-quality outcomes:

• Advanced knowledge of modern workplace platforms, cloud applications, operating systems, and networking principles.
• Ability to analyze complex issues, identify root causes, and implement effective solutions.
• Clear, professional, and empathetic communication with users of varying technical skill levels.
• Work effectively within cross-functional teams and across departments to resolve multifaceted problems.
• Dedication to user satisfaction, patience, and a positive approach in stressful or high-pressure situations.
• Flexibility to manage evolving technologies, changing priorities, and unexpected incidents.
• Precision in documenting support cases, updating records, and following through on tasks.
• Commitment to professional development and staying current with emerging workplace technologies and best practices.

The role operates in a fast-paced office or hybrid environment, supporting modern workplace technologies with flexibility for onsite, remote, or combined work, and may require occasional overtime or on-call support during outages, upgrades, or peak periods.

Key Responsibilities

• Provide second-level technical support for issues escalated from Level One Helpdesk and IT Support teams.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network problems related to modern workplace technologies.
• Support and administer systems such as Microsoft 365, Teams, SharePoint, OneDrive, collaboration tools, and remote access platforms.
• Coordinate with internal teams and third-party vendors for issues requiring specialised expertise or product-specific interventions.
• Ensure incidents and requests are addressed within established service level agreements (SLAs), maintaining documentation for each case.
• Contribute to knowledge base documentation, updating FAQs and troubleshooting guides for both users and fellow support staff.
• Deliver training and guidance to users regarding new tools, upgrades, security practices, and best use of workplace technologies.
• Participate in system upgrades, migrations, and deployments as a technical resource, ensuring minimal disruption to business operations.
• Monitor and report patterns or recurring issues, providing feedback to IT leadership for process and system improvements.
• Assist in the enforcement of organisational IT policies, security protocols, and compliance standards.
• Respond to escalated tickets from Level One support, performing advanced troubleshooting via remote access, phone, or onsite visits.
• Resolve incidents related to user accounts, permissions, device configurations, and software integrations.
• Manage and support virtual desktop environments, mobile device management solutions, and remote connectivity tools.
• Implement security measures such as multi-factor authentication, endpoint protection, and data loss prevention.
• Track, analyse, and escalate incidents to Level Three support or vendors when necessary, ensuring timely resolution.
• Perform root cause analyses for recurring problems, recommending strategic changes or upgrades.
• Assist in onboarding and offboarding processes, ensuring proper configuration and security of user profiles and devices.
• Provide technical input during system rollouts and upgrades, ensuring compatibility and performance standards are met.
• Maintain organisation and accuracy in all documentation, logs, and user instructions.

Required Skills and Qualifications

• Diploma or degree in Information Technology, Computer Science, or a related discipline.
• 2–4 years' experience in IT support, with demonstrated proficiency in Level Two troubleshooting.
• Advanced knowledge of Microsoft 365, Teams, SharePoint, OneDrive, Windows and Mac operating systems, and mobile platforms.
• Understanding of cloud technologies, networking protocols, security practices, and remote work infrastructures.
• Experience with service desk management tools (e.g., ServiceNow, Jira, Zendesk, ConnectWise).
• Professional certifications such as AZ102, AZ500, SC300, SC400, MD102, CompTIA A+, Network+, or equivalent.
• Strong written and verbal communication skills.
• Ability to prioritise, organise, and execute tasks efficiently with minimal supervision.

Desirable Attributes

• Proactive and resourceful attitude in identifying and addressing user needs.
• Enthusiasm for technology and innovation, with a willingness to experiment and implement new solutions.
• Empathy and patience in interactions with colleagues and users.
• Strong analytical mindset and a creative approach to troubleshooting.
• Commitment to professional growth and continuing education.
• Ability to work well in diverse and inclusive teams.
• Excellent time-management skills, especially in high-volume support environments.
• Receptiveness to feedback and openness to change.

Performance Metrics

Key performance indicators for this role may include:

• Average ticket resolution time for Level Two support cases.
• Compliance with established SLAs and escalation protocols.
• User satisfaction scores and feedback from resolved cases.
• Documentation quality and accuracy in support logs and knowledge bases.
• Percentage of incidents resolved without escalation to higher-level support.
• Contribution to process improvements, system upgrades, and documentation.
• Participation in training sessions, professional development, and certifications.

Career Path and Personal Development

This role is a launching pad for advancement within IT support and administration. With experience, individuals may progress to Modern Workplace Specialist roles, systems administration, network engineering, or IT management. Opportunities for professional development include certification programs, specialised technical training, leadership workshops, and cross-departmental projects. Personal development is encouraged through mentorship, participation in industry events, and regular review of goals and achievements.

Conclusion

A Modern Workplace Engineer is a vital contributor to organisational success in the digital age. By maintaining the efficiency and security of workplace technologies and empowering users to work productively, this role upholds the standards of service excellence, adaptability, and continuous improvement. Candidates with a passion for technology, a talent for troubleshooting, and a commitment to user satisfaction will find rewarding challenges and opportunities for growth in this dynamic position.

Only those candidates chosen to proceed will be contacted.