The dentsu technology team requires experienced engineers to join its Modern Workplace technology team. This role will report to the Modern Workplace Operations Manager.

The Modern Workplace Engineer provides advanced operational support across key Modern Workplace services for users within the region. This is a hands-on technical role operating at an experienced level, focused on resolving complex incidents and service requests, carrying out technical troubleshooting, supporting controlled service changes, and improving the day-to-day support experience.

The role works closely with local and remote support teams and with the service owners, who retain ownership of global platforms, standards, and major service changes. This is an operational engineering role that bridges frontline support and global engineering, ensuring stable and effective support for Modern Workplace services in scope.

Job Description:

Key Responsibilities 

• Provide advanced support for Modern Workplace services within the agreed support scope.

• Investigate and resolve complex incidents and service requests that cannot be resolved by the Service Desk or desktop support teams.

• Troubleshoot issues across collaboration, identity and access, endpoint management, and virtual desktop services.

• Support the execution of approved operational changes and service improvements within agreed change processes.

• Work with service owners on escalations where resolution requires platform-level expertise, elevated access, service change, or deeper root cause investigation

• Create and maintain operational documentation, troubleshooting guides, knowledge articles, and runbooks.

• Identify recurring issues and support trends, and recommend opportunities for process improvement, shift-left, or automation.

• Contribute to problem management and major incident activity through technical analysis, evidence gathering, and follow-up actions.

• Ensure support tickets are progressed, updated, and resolved in line with agreed service levels and support standards.

• Collaborate with cross-functional teams to improve operational stability and the end-user support experience across the region.

Qualifications and Experience

• Strong experience in supporting enterprise Modern Workplace services at an advanced level.
• Proven ability to write technical documentation such as operational runbooks and knowledge base articles.
• Technical aptitude needed to handle innovation and change resulting from implementing new technology solutions.
• Proficient in ITIL IT service management, including change, incident and problem management.
• Strong troubleshooting and problem-solving skills, with the ability to work through complex technical issues in a structured way.
• Effective communication and interpersonal skills, with the ability to engage and explain complex issues to end users.
• Proactive and self-motivated, with a commitment to continuous learning and professional development.
• Qualifications or proven experience in relevant technologies (e.g., Okta, Microsoft 365, Active Directory, Intune, AVD).
• Involvement in implementing technology processes, policies and standards.
• Experience using PowerShell to support administration, troubleshooting, or operational improvement.
• Experience contributing to shift-left initiatives, support process improvement, or automation opportunities.

Personal characteristics

• Strong prioritisation and organisational skills
• Excellent written and verbal communication skills.
• Innovative and proactive approach to work.
• Commitment to continuous learning and service improvement.
• Strong relationship-building skills across technical teams and stakeholders

Location:

Cape Town

Brand:

Dentsu

Time Type:

Full time

Contract Type:

Permanent