Modern Workplace Engineer

About the role

Merkle, a dentsu company, is hiring a Modern Workplace Engineer in Prague to join its Modern Workplace technology team. Reporting to the Modern Workplace Operations Manager, you will provide advanced operational support to users across the region, resolving complex incidents and service requests, troubleshooting technical issues and supporting approved changes. You will bridge frontline support and global engineering, working with local and remote support teams and service owners.

Key responsibilities

• 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 handle.
• 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 needing 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 recommend process improvements, automation or shift-left approaches.
• Contribute to problem management and major incident activity through technical analysis and follow-up actions.
• Progress and resolve support tickets in line with agreed service levels and standards.
• Collaborate with technical teams and stakeholders to improve operational stability and the end-user support experience.

Required profile

• Strong experience supporting enterprise Modern Workplace services at an advanced level.
• Structured approach to troubleshooting complex technical issues, with the ability to prioritise work and organise follow-up actions.
• Experience writing technical documentation, including runbooks and knowledge base articles.
• Experience improving support processes, contributing to automation or helping frontline teams resolve issues themselves.
• Clear written and verbal communication, able to explain complex issues to end users and work with technical teams and stakeholders.

Required skills

• Qualifications or proven experience in Okta, Microsoft 365, Active Directory, Intune and Azure Virtual Desktop (AVD).
• Proficiency in ITIL, including change, incident and problem management.
• Experience using PowerShell for administration, troubleshooting or operational improvement.

What we offer

• Hybrid working with an expectation of one day per week in the office, flexible hours and home office option.
• 5 weeks of holiday, 3 extra wellness days and a mental health first aider and employee assistance programme.
• Dentsu Academy access, dog-friendly office, meals and snacks, corporate mobile subscription, referral bonus and laptop and equipment.