Modern Workplace Engineer

Job Description:

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.

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.

• 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.

• 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 change.

Innovation at Our Core: As part of dentsu's global network, Merkle pushes the boundaries of customer experience, integrating creativity, technology, and data to drive real-world impact. For over 35 years, we've been innovating to meet the changing needs of our clients. Global Reach with Local Expertise: With over 16,000 employees across 30+ countries, and part of a 70,000 employees network at dentsu, Merkle blends global insights with a deep understanding of local markets to deliver personalized, effective solutions. Collaborative Culture: At Merkle, your ideas and contributions truly matter. You'll join a team that fosters innovation, collaboration, and creative problem-solving. Together, we work on impactful international projects, making meaningful connections every step of the way.

• 🏜 Vacation: 5 weeks of holiday
• ❤️ Social Impact: 2 volunteering days to share the kindness of your heart with others
• 💖 Mental Health: Benefit from 3 extra wellness days on top of your vacation days and a Mental Health First Aider and Employee Assistance program to support your well-being
• ⏰ Work Model: Flexible working hours and home office possibility
• ⌛ Hybrid working: We combine flexibility with in-person collaboration, with an expectation of 1 day per week / 4 days per month in the office
• 🎓 Academy: Full access to Dentsu Academy, our global online learning platform
• 🐶 Dog-friendly office
• 💌 Edenred meal vouchers and cafeteria points
• 🍹 Team events: company parties, breakfasts, etc.
• 🥪 Snacks and drinks at the office
• 💸 Referral bonus program
• 💻 Laptop and equipment
• 📞 Corporate mobile subscription
• 🏠 Flexible hybrid home office working conditions

Ready to join the team? Shape your unique career and reach your full potential. Apply now and join us in transforming the future together.

At dentsu, Diversity, Equity, and Inclusion (DEI) is central to our vision: "To be at the forefront of people-centered transformations that shape society." We cherish the unique talents and perspectives of all individuals, welcoming applicants regardless of gender, gender identity, nationality, religion, ethnicity, cultural background, sexual orientation, age, physical or mental ability. By embracing diverse perspectives, we create meaningful change and sustainable growth for our people, clients, and society. Our hiring decisions are guided by qualifications and role-specific requirements, ensuring a workplace free from discrimination and harassment.

#LI-DENTSU #LI-HYBRID

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