Job Posting Title L2 Digital Workplace Specialist with French

At 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 Role

We 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 Are

Key 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• English: professional working proficiency required.
• French B2 or Italian B2 is an advantage / may be required depending on account scope.

• Microsoft MS-102: Microsoft 365 Administrator.
• Microsoft SC-300: Identity and Access Administrator.
• Microsoft Fundamentals in Azure / Identity.
• Citrix CCA-V or equivalent.
• ITIL v4 Foundation.
• Optional: Microsoft MS-700 Teams Administrator.