End User Support Engineer (L2/L3) - DWS

Responsibilities

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.

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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.