Senior Workplace Engineer – Microsoft 365

Senior Workplace Engineer – Microsoft 365 Are you an experienced workplace engineer with deep expertise in Microsoft 365, enterprise AI productivity tools, and automation? Do you enjoy resolving complex technical challenges while designing scalable solutions that improve the employee experience? If you thrive in a hands-on engineering role at the intersection of M365, Copilot, identity, endpoint management, and AI-enabled support, we want you on our team. At Thomson Reuters, the Senior Workplace Engineer will provide third-line support and hands-on engineering for the internal Microsoft 365 and AI productivity stack. This role will resolve complex M365 and Copilot issues at the source while building the automation, integrations, and AI capabilities that improve service reliability and enhance the internal employee experience at scale. You will serve as the senior escalation point for Microsoft 365 and AI-related issues, owning incidents from investigation through permanent resolution. You will also translate recurring support patterns into automation, self-service capabilities, and engineered solutions that reduce repetitive work and improve time to resolution. About the Role In this opportunity as a Senior Workplace Engineer – Microsoft 365, you will: Provide Senior Support for M365, Copilot & AI: Act as the senior escalation point for Microsoft 365 across Exchange Online, Teams, SharePoint, OneDrive, and the wider M365 administration surface. Own hands-on support, configuration, troubleshooting, and lifecycle management for Microsoft Copilot and Thomson Reuters' broader AI tooling for internal users. Diagnose and resolve identity, licensing, policy, and integration issues across the M365 and AI service layer. Resolve Complex Escalations End to End: Independently resolve complex, cross-service escalations at the third-line level. Provide senior technical guidance to L1 and L2 support teams, conduct root-cause analysis for recurring incidents, and drive issues to permanent resolution rather than passing them to other teams. Maintain knowledge articles, runbooks, and support documentation to improve first-line and second-line effectiveness. Drive Engineering & Automation: Build automation using PowerShell, Microsoft Graph, Power Platform, and equivalent tools to eliminate repetitive support work and maintain configuration consistency. Design and deliver AI-enabled support and self-service capabilities that deflect support volume and improve time to resolution. Convert recurring incident patterns into engineered, permanent fixes. Partner Across Endpoint, Identity & Workplace Services: Operate effectively across the endpoint estate, including Intune-managed devices and modern management, where these services intersect with M365 and AI tooling. Partner with endpoint and identity teams to resolve cross-domain issues end to end. Improve AI Productivity Tool Adoption & Reliability: Support the adoption, governance, and reliability of AI productivity tools. Translate technical capabilities into measurable employee outcomes while ensuring services are reliable and effectively supported across the internal workforce. Communicate Technical Solutions Clearly: Explain technical resolutions to non-technical users, provide guidance to L1 and L2 teams, and apply sound judgment when determining whether an issue requires a tactical resolution or a permanent engineering solution. About You You're a fit for the role of Senior Workplace Engineer – Microsoft 365 if you have the following required qualifications: 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. Demonstrable 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, as well as enterprise identity through Entra ID. Proven 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 with a focus on the internal employee experience. Ownership mindset and the ability to drive issues to closure without escalation upward. Additional preferred qualifications include: Microsoft Copilot or AI-related credentials. Microsoft Certified: Identity and Access Administrator certification for Entra ID. Microsoft Endpoint Administrator certification (MD-102) or equivalent Intune expertise. Experience supporting AI-enabled self-service capabilities and automation within an enterprise workplace environment. Experience working across M365, endpoint, and identity service domains. What Success Looks Like Within the first 6–12 months, success in this role includes: Complex Microsoft 365 and Copilot escalations resolved at the source and closed at the third-line support level. A measurable reduction in repeat incidents through delivered automation and permanent engineering fixes. Reliable AI productivity tooling with adoption across the internal workforce. #LI-FZ1     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.     About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com