End User Support Engineer (L2/L3) - DWS

End User Support Engineer (L2/L3) - Digital Workplace Services

Job Summary

The End User Support Engineer is responsible for managing, supporting, and maintaining end-user computing infrastructure, workplace technologies, and associated services to ensure high availability, operational excellence, and exceptional user experience. The role provides Level 2 and Level 3 technical support, drives service improvements through automation and process optimization, manages printer services, coordinates with vendors, and ensures compliance with security, operational, and governance standards.

Key Responsibilities

End User Support & Service Operations

• Provide Level 2 and Level 3 support for end-user infrastructure, systems, applications, and workplace technologies.
• Install, configure, test, and maintain operating systems, authorized application software, and system management tools.
• Respond to incidents, service requests, and technical queries from users, service providers, site personnel, and external vendors.
• Troubleshoot and resolve complex hardware, software, operating system, and infrastructure issues.
• Ensure timely issue resolution while meeting service level agreements (SLAs).
• Coordinate with GTS teams, infrastructure teams, and external vendors for issue resolution and service improvements.
• Maintain operational stability and ensure minimal downtime across supported environments.
• Work experience in End point device management (including laptop, Mobile device) via Microsoft Intune portal.

Infrastructure & System Management

• Participate in the planning, implementation, and support of IT infrastructure and operational support systems.
• Proactively monitor and maintain systems to ensure maximum availability, performance, and reliability.
• Maintain security, backup, recovery, and redundancy strategies.
• Support endpoint management activities, including device deployment, software distribution, patch management, and compliance monitoring.
• Ensure all supported systems adhere to organizational security and compliance requirements.

Printer Management & Support

• Manage and support enterprise printing services, including network printers, multifunction devices (MFDs), and print servers (HP, Canon).
• Install, configure, troubleshoot, maintain, and replace printers as required by coordinating with cross functional departments like Network (HCS) and EVS (End point team).
• Coordinate printer deployment, relocation, upgrade, and decommissioning activities.
• Troubleshoot print queues, printer drivers, connectivity issues, firmware updates, and print management applications.
• Monitor printer availability and service health to minimize business impact.
• Manage printer-related incidents and service requests within agreed SLAs.

Vendor Coordination & Governance

• Act as the primary liaison between IT teams and external vendors for support services and issue resolution.
• Coordinate vendor activities for hardware replacement, break-fix support, warranty claims, and technical escalations.
• Maintain vendor contacts, support documentation, service agreements, and escalation matrices.
• Conduct Monthly Vendor Review Meetings to discuss:
  • Open incidents and escalations
  • Service performance and SLA compliance
  • Printer service performance
  • Improvement opportunities
  • Risks and mitigation plans
  • Action item tracking and closure
• Monitor vendor performance and drive accountability against contractual obligations and service expectations.

Process Excellence & Continuous Improvement

• Develop, document, and maintain support processes, procedures, and knowledge articles.
• Identify opportunities to automate repetitive tasks and reduce manual effort.
• Create and implement automation scripts, self-heal solutions, DIY initiatives, and process improvements.
• Drive operational excellence by ensuring compliance with SOPs, governance standards, and operational KPIs.
• Contribute innovative solutions that improve productivity, service quality, and customer experience.

Project Support

• Support infrastructure and workplace technology projects.
• Ensure assigned project tasks are completed within agreed timelines.
• Collaborate with internal and external stakeholders to achieve project objectives successfully.

Knowledge Management & Team Development

• Participate in learning and development activities covering technical, process, and behavioral competencies.
• Share knowledge and best practices with team members.
• Conduct at least two internal knowledge-sharing sessions annually.
• Pursue relevant certifications aligned with organizational and technology requirements.

Technical Skills Required

End User Computing

• Windows 10/11 Administration
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory & Azure Active Directory
• Microsoft Intune / Endpoint Manager
• Software Deployment & Packaging
• Device Imaging & Provisioning
• Endpoint Security Solutions

Infrastructure Support

• Hardware Troubleshooting (Desktop, Laptop, Docking Stations, Mobile Devices)
• VPN and Remote Access Support
• Basic Networking (DNS, DHCP, TCP/IP, Wi-Fi)
• Patch Management
• System Monitoring Tools
• ITSM Tools (ServiceNow, Remedy, Jira, etc.)

Printer & Asset Management

• Enterprise Printer Support
• Print Server Administration
• Multifunction Device (MFD) Support
• Asset Lifecycle Management
• Warranty and Vendor Management

Automation & Scripting

• PowerShell (Preferred)
• Process Automation
• Self-Heal Script Development

Behavioral Competencies

• Strong customer service orientation
• Excellent communication and stakeholder management skills
• Problem-solving and analytical thinking
• Ownership and accountability
• Collaboration and teamwork
• Continuous improvement mindset
• Ability to work under pressure and manage priorities effectively

Education & Experience

Education

Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.

Experience

• 4 to 8+ years of experience in End User Computing (EUC), Desktop Support, Digital Workplace Services, or IT Infrastructure Support.
• Experience managing enterprise end-user environments, printer services, vendor coordination, and L2/L3 support operations.

Preferred Certifications

• Microsoft Certified Endpoint Administrator Associate
• Microsoft 365 Administrator
• Microsoft Azure Fundamentals
• ITIL Foundation
• CompTIA A+ / Network+

Success Criteria

The successful candidate will deliver stable, secure, and scalable end-user services, maintain operational excellence, proactively drive automation and innovation, effectively manage vendor relationships and printer services, and consistently provide a best-in-class user experience while ensuring compliance with organizational standards and business objectives.

“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”

At Société Générale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.

Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices and sharing their skills with charities. There are many ways to get involved.

We are committed to support accelerating our Group’s ESG strategy by implementing ESG principles in all our activities and policies. They are translated in our business activity (ESG assessment, reporting, project management or IT activities), our work environment and in our responsible practices for environment protection