Senior Workplace Engineer

Thomson Reuters · Bengaluru, Karnataka · hybrid Thomson Reuters is looking for a Senior Workplace Engineer with deep expertise in Microsoft 365, enterprise AI productivity tools, and automation. In this role, you'll provide third-line support and engineering for 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. 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. Benefits: Hybrid Work Model: flexible hybrid working environment for office-based roles. Flexibility & Work-Life Balance: supportive workplace policies, including work from anywhere for up to 8 weeks per year. Career Development and Growth: culture of continuous learning and skill development. Industry Competitive Benefits: comprehensive benefit plans, including flexible vacation, Mental Health Days off, access to Headspace app, retirement savings, tuition reimbursement, and employee incentive programs.