L2 Digital Workplace Specialist

Quick Facts

• Role: L2 Digital Workplace Specialist (Level 2)
• Work format: Hybrid (50% Brno office / 50% remote)
• Scope: Microsoft 365 collaboration services, Citrix virtual workplace, and workplace identity/access

Description

Provide Level 2 support to ensure stable day-to-day operations across Microsoft 365 collaboration services, Citrix virtual desktops/applications, and identity/access services. You will handle incident and request resolution, execute standard operational changes, troubleshoot user access problems, maintain runbooks/knowledge documentation, and escalate complex or recurring cases to L3. Work within an ITIL-aligned operational model with security and governance compliance.

Responsibilities

• Resolve L2 incidents and service requests across Microsoft 365 collaboration, Citrix virtual desktops/applications, and authentication/access services.
• Troubleshoot user issues related to Teams, Exchange Online, SharePoint, OneDrive, Citrix application/desktop access, sessions, profiles, login delays, and authentication/authorization problems.
• Perform standard diagnostics, apply approved fixes following documented procedures, and escalate complex/recurring issues to L3 with clear evidence.
• Carry out Microsoft 365 administration tasks for mailboxes, Teams, SharePoint sites, permissions, memberships, and licenses.
• Execute approved operational procedures and runbooks with accuracy, traceability, and governance compliance (naming conventions, lifecycle actions, access hygiene, clean-up).
• Support security and compliance activities for collaboration workloads, including audit support tasks and identity hygiene under L3 guidance.
• Support Citrix Virtual Apps & Desktops (XenApp/VDI): published applications, virtual desktops, sessions, and user profiles.
• Manage desktop pools and user entitlements; handle provisioning/de-provisioning and standard application delivery.
• Monitor user experience using Citrix tools, run initial performance checks, and validate service quality after standard changes.
• Manage Citrix-delivered user access and permissions and ensure audit and operational compliance.
• Administer Active Directory users, groups, and delegated access rights; manage group-based access to applications and collaboration tools.
• Handle access requests (group membership, RBAC, entitlement changes) based on defined policies.
• Support Entra ID Connect from a user-access perspective with basic checks and issue identification; troubleshoot GPO-related access/login problems.
• Apply and verify identity/access policies (including RBAC) and support access reviews and identity hygiene under L3 guidance.
• Create and maintain runbooks, operational procedures, and knowledge base articles.
• Participate in CAB for standard/recurring changes and support post-change validation.
• Provide operational evidence for RCA when escalating incidents to L3; identify recurring issues and procedure improvement opportunities.
• Collaborate with L3 specialists on escalations and problem resolution; share knowledge with peers to support a structured, service-focused culture.

Requirements

• 1–5 years of experience in Microsoft 365 collaboration support, platform administration, identity management, Active Directory/access administration, Citrix/VDI support, or EUC environments.
• Intermediate Microsoft 365 collaboration support skills (Teams, SharePoint, OneDrive, Exchange Online).
• Operational experience with Citrix CVAD, XenApp, or VDI.
• Strong Active Directory user/group and access management knowledge.
• Basic Microsoft Entra ID knowledge (hybrid identity), RBAC, and access control concepts.
• Troubleshooting ability across application/desktop access, sessions, profiles, authentication, and authorization.
• Basic PowerShell or scripting experience for operational automation.
• Understanding of virtual desktop and application delivery concepts.
• ITIL-aligned mindset; structured troubleshooting; security awareness; disciplined runbook execution; clear documentation and quality escalation.
• English professional working proficiency (French B2 is an advantage).

Benefits

Benefits were not specified in the provided posting.