Who We AreAt Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.
The RoleWe are looking for an L2 Digital Workplace Specialist to support day-to-day operations and stability across Microsoft 365 collaboration services, Citrix virtual workplace environments, and workplace identity/access services. The role provides Level 2 support for Microsoft Teams, Exchange Online, SharePoint Online, OneDrive, Citrix Virtual Apps & Desktops, Active Directory and Microsoft Entra ID, with a strong focus on incident and request resolution, standard operational changes, user access, troubleshooting, documentation, and escalation to L3 for complex cases.
The specialist will work within an ITIL-aligned operational model, ensuring reliable service delivery, adherence to security and governance processes, and consistent execution of standardized procedures and runbooks.
Who You AreKey Responsibilities Operational Support & Incident Handling- Resolve Level 2 incidents and service requests across Microsoft 365 collaboration services, Citrix virtual desktops/applications, and workplace authentication/access services.
- Troubleshoot user-facing issues related to Teams, Exchange Online, SharePoint, OneDrive, Citrix application/desktop access, sessions, profiles, login delays and authentication/authorization problems.
- Perform standard diagnostics, apply approved fixes following documented procedures, and escalate complex or recurring issues to L3 with clear evidence and troubleshooting details.
Microsoft 365 Collaboration Operations- Perform standard administration tasks for mailboxes, Teams, SharePoint sites, permissions, memberships and licenses.
- Execute approved operational procedures and runbooks while ensuring accuracy, traceability and compliance with defined governance rules.
- Apply standard collaboration governance rules such as naming conventions, lifecycle actions, access hygiene and clean-up activities.
- Support standard security and compliance activities related to collaboration workloads, including audit support tasks and identity hygiene under L3 guidance.
Citrix Virtual Workplace Operations- Support Citrix Virtual Apps & Desktops, XenApp / VDI, published applications, virtual desktops, sessions and user profiles.
- Manage published applications and virtual desktops for end-user access, including desktop pools and user entitlements according to defined processes.
- Handle provisioning and de-provisioning of virtual desktops and support application delivery within standard environments.
- Monitor user experience using Citrix tools, perform initial performance checks on user sessions, and validate service quality after standard changes.
- Manage user access and permissions for Citrix-delivered services and ensure compliance with operational procedures and audit requirements.
Active Directory & Identity Operations- Administer Active Directory users, groups and access rights for workplace services within delegated permissions.
- Manage group-based access for applications, collaboration tools and virtual desktops.
- Handle access-related requests such as group membership, RBAC and entitlement changes based on defined policies.
- Support Entra ID Connect operations from a user-access perspective through basic checks and issue identification.
- Support GPO-related access issues impacting user login and application access.
- Apply and verify identity and access policies, including RBAC and access rules, and support access reviews and identity hygiene activities under L3 guidance.
Knowledge, Change & Continuous Improvement- Execute and maintain runbooks, operational procedures and knowledge articles.
- Participate in CAB for standard or recurring changes and support post-change validation.
- Provide operational input and evidence for RCA activities when incidents are escalated to L3.
- Contribute to continuous improvement by identifying recurring issues, operational gaps and opportunities to improve procedures.
Collaboration & Teamwork- Work closely with L3 specialists for escalations, problem resolution and improvement of standardized procedures.
- Support consistent execution of standardized Microsoft 365, Citrix and identity processes.
- Share knowledge with peers and contribute to a reliable, structured and service-focused support culture.
Required Skills- Intermediate administration and support knowledge of Microsoft 365 collaboration services, including Teams, SharePoint, OneDrive and Exchange Online.
- Operational experience with Citrix CVAD, XenApp or VDI environments.
- Strong operational knowledge of Active Directory users, groups and access management.
- Basic knowledge of Microsoft Entra ID, hybrid identity, RBAC and access control concepts.
- Troubleshooting skills across application access, desktop access, sessions, profiles, authentication and authorization issues.
- Basic PowerShell or scripting skills for operational tasks.
- Understanding of virtual desktop and application delivery concepts.
- ITIL mindset, structured troubleshooting, security awareness and disciplined execution.
- Ability to follow runbooks, document actions clearly and escalate with quality diagnostics.
Required Experience- 1-5 years of experience in Microsoft 365 collaboration support, platform administration, identity management, Active Directory/access administration, Citrix, VDI support or EUC environment.
- Experience in Level 2 support, incident and request handling, standard change execution and user support.
- Practical experience with access management, application/desktop access troubleshooting, and operational support in enterprise environments.
Languages- English: professional working proficiency required.
- French B2 or Italian B2 is an advantage / may be required depending on account scope.
Preferred Certifications- Microsoft MS-102: Microsoft 365 Administrator.
- Microsoft SC-300: Identity and Access Administrator.
- Microsoft Fundamentals in Azure / Identity.
- Citrix CCA-V or equivalent.
- Optional: Microsoft MS-700 Teams Administrator.
Being YouThe "Kyn" in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don't meet every requirement, we encourage you to apply. We believe in growth, and we're excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging - being a valued, respected, trusted member of the team - is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That's The Kyndryl Way.
What You Can ExpectYour career with us isn't just a job-it's an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health-because we know that when you feel your best, you do your best.
From your very first day, you'll dive into impactful work that powers the systems our customers rely on every day. You won't just contribute-you'll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.
We're here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you'll have everything you need to thrive and evolve. You'll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities-from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you'll be part of a culture that values empathy, restless learning, and a devotion to shared success.
We want you to thrive here-and we're committed to helping you do just that. Ready to make an impact? Join us and help shape what's next.
Get Referred! If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.
