Senior Workplace Engineer, Employee Technology Services

About the role

Thomson Reuters is looking for a Senior Workplace Engineer with deep expertise in Microsoft 365, enterprise AI productivity tools, and automation. You'll work hands-on where M365, Copilot, identity, endpoint management, and AI-enabled support meet.

In this role, you'll provide third-line support and engineering for our internal Microsoft 365 and AI productivity tools. You'll be the senior escalation point for complex M365 and Copilot issues and own each incident from investigation through to a permanent fix. You'll also spot recurring support patterns and turn them into automation, self-service tools, and engineered solutions. The goal is less repetitive work, faster resolution, more reliable services, and a better experience for employees.

Key Responsibilities

• Act as the senior escalation point for Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and the 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 that span multiple services, working 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 a permanent fix instead of handing them off.
• Keep knowledge articles, runbooks, and support documentation up to date so L1 and L2 can solve more on their own.
• Build automation with PowerShell, Microsoft Graph, Power Platform, and similar tools to remove repetitive work and keep configurations consistent.
• Design and deliver AI-enabled support and self-service tools that reduce ticket volume and speed up resolution.
• Turn recurring incident patterns into permanent engineered fixes.
• Work across endpoint management, including Intune-managed devices and modern management, wherever it overlaps with M365 and AI tools.
• Partner with endpoint and identity teams to resolve issues that cross team boundaries.
• 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 sensibly whether an issue needs a quick fix or a permanent engineering solution.

Required Qualifications

• 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 (Intune and modern management) and enterprise identity (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.

Preferred Qualifications

• 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.

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What's in it For You?

• Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.