Senior Workplace Engineer – Microsoft 365

Thomson Reuters

. Provide senior, third-line support for Microsoft 365, Copilot, and AI productivity tools .

Posted 9/21/2026full-timeMexico City • MexicoSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in Microsoft 365 administration, troubleshooting, and support, with a strong focus on AI productivity tools and automation using PowerShell and Microsoft Graph. Capable of resolving complex incidents and providing technical guidance while ensuring a positive internal employee experience.

Highest-signal resume keywords

Microsoft 365 AdministrationPowerShell AutomationMicrosoft Copilot SupportEnd User Computing ExperienceMicrosoft 365 Certified: Administrator Expert

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Microsoft 365 ConfigurationTroubleshootingIncident ResolutionRoot-Cause AnalysisIdentity ManagementCross-Service Escalation ResolutionLifecycle ManagementAI Tooling SupportMicrosoft GraphIntune Management

Soft Skills

Strong Communication SkillsCustomer-Service OrientationOwnership Mindset

Tools & Technologies

Microsoft 365Microsoft CopilotPowerShellMicrosoft Power PlatformMicrosoft GraphExchange OnlineTeamsSharePointOneDriveEntra ID

Certifications & Qualifications

Microsoft 365 Certified: Administrator Expert

Industry Keywords

End User ComputingModern Enterprise EnvironmentAI Productivity ToolsTechnical SupportAutomation

About the role

Key responsibilities & impact

Provide senior, third-line support for Microsoft 365, Copilot, and AI productivity tools
Own complex incidents from investigation through permanent resolution
Configure, administer, troubleshoot, and manage the lifecycle of Exchange Online, Teams, SharePoint, OneDrive, and broader Microsoft 365 services
Support and manage Microsoft Copilot and internal AI tooling
Diagnose and resolve identity, licensing, policy, and integration issues
Resolve complex cross-service escalations end to end
Provide technical guidance to L1 and L2 support teams
Conduct root-cause analysis and drive recurring incidents to permanent resolution
Maintain knowledge articles, runbooks, and support documentation
Build automation with PowerShell, Microsoft Graph, Microsoft Power Platform, and equivalent tools
Design and deliver AI-enabled support and self-service capabilities
Partner with endpoint and identity teams on Intune, modern management, and cross-domain issues
Support adoption, governance, reliability, and measurable employee outcomes for AI productivity tools
Explain technical resolutions to non-technical users and determine tactical versus permanent engineering solutions

Requirements

What you’ll need

5+ years of IT support and engineering experience, including 5 years in End User Computing across a modern enterprise environment
Bachelor's degree in Computer science, systems engineering or related fields, or equivalent experience
Minimum of 3 years of hands-on Microsoft 365 experience, including configuration, administration, troubleshooting, and third-line support across the core service set
Hands-on experience with Microsoft Copilot and/or comparable enterprise AI productivity tools
Microsoft 365 Certified: Administrator Expert (MS-102) certification, or equivalent demonstrable Microsoft 365 expertise
Automation and scripting experience using PowerShell and Microsoft Graph
Working knowledge of endpoint management, including Intune and modern management
Working knowledge of enterprise identity through Entra ID
Experience resolving complex, cross-service escalations independently and translating recurring problems into automated or engineered solutions
Strong written and spoken English communication skills
Customer-service orientation focused on the internal employee experience
Ownership mindset and ability to drive issues to closure without escalation upward

Benefits

Comp & perks

Hybrid Work Model with flexible hybrid working environment for office-based roles
Flexible work arrangements, including work from anywhere for up to 8 weeks per year
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Opportunities to get involved with pro-bono consulting projects and ESG initiatives
Career development, continuous learning, skills development, and Grow My Way programming
Flexible work-life balance policies through Flex My Way
Reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs