{"id":2616640,"url":"https://alion.io/job/societe-generale-end-user-support-engineer-l2l3-dws","title":"End User Support Engineer (L2/L3) - DWS","company":{"id":1760180,"name":"Société Générale","domain":"societegenerale.com","url":"https://alion.io/company/societegenerale-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"B","score":80,"open_postings":94,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":17,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":24000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"PowerShell","optional":false},{"name":"ServiceNow","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-18T00:00:00Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-10-23T11:30:54Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"Responsibilities\n\n End User Support Engineer (L2/L3) - Digital Workplace Services\nJob Summary\nThe 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.\n\n Profile required\n\n Key Responsibilities\nEnd User Support & Service Operations\nProvide Level 2 and Level 3 support for end-user infrastructure, systems, applications, and workplace technologies.\nInstall, configure, test, and maintain operating systems, authorized application software, and system management tools.\nRespond to incidents, service requests, and technical queries from users, service providers, site personnel, and external vendors.\nTroubleshoot and resolve complex hardware, software, operating system, and infrastructure issues.\nEnsure timely issue resolution while meeting service level agreements (SLAs).\nCoordinate with GTS teams, infrastructure teams, and external vendors for issue resolution and service improvements.\nMaintain operational stability and ensure minimal downtime across supported environments.\nWork experience in End point device management (including laptop, Mobile device) via Microsoft Intune portal.\nInfrastructure & System Management\nParticipate in the planning, implementation, and support of IT infrastructure and operational support systems.\nProactively monitor and maintain systems to ensure maximum availability, performance, and reliability.\nMaintain security, backup, recovery, and redundancy strategies.\nSupport endpoint management activities, including device deployment, software distribution, patch management, and compliance monitoring.\nEnsure all supported systems adhere to organizational security and compliance requirements.\nPrinter Management & Support\nManage and support enterprise printing services, including network printers, multifunction devices (MFDs), and print servers (HP, Canon).\nInstall, configure, troubleshoot, maintain, and replace printers as required by coordinating with cross functional departments like Network (HCS) and EVS (End point team).\nCoordinate printer deployment, relocation, upgrade, and decommissioning activities.\nTroubleshoot print queues, printer drivers, connectivity issues, firmware updates, and print management applications.\nMonitor printer availability and service health to minimize business impact.\nManage printer-related incidents and service requests within agreed SLAs.\nVendor Coordination & Governance\nAct as the primary liaison between IT teams and external vendors for support services and issue resolution.\nCoordinate vendor activities for hardware replacement, break-fix support, warranty claims, and technical escalations.\nMaintain vendor contacts, support documentation, service agreements, and escalation matrices.\nConduct Monthly Vendor Review Meetings to discuss:Open incidents and escalations\nService performance and SLA compliance\nPrinter service performance\nImprovement opportunities\nRisks and mitigation plans\nAction item tracking and closure\n\nMonitor vendor performance and drive accountability against contractual obligations and service expectations.\nProcess Excellence & Continuous Improvement\nDevelop, document, and maintain support processes, procedures, and knowledge articles.\nIdentify opportunities to automate repetitive tasks and reduce manual effort.\nCreate and implement automation scripts, self-heal solutions, DIY initiatives, and process improvements.\nDrive operational excellence by ensuring compliance with SOPs, governance standards, and operational KPIs.\nContribute innovative solutions that improve productivity, service quality, and customer experience.\nProject Support\nSupport infrastructure and workplace technology projects.\nEnsure assigned project tasks are completed within agreed timelines.\nCollaborate with internal and external stakeholders to achieve project objectives successfully.\nKnowledge Management & Team Development\nParticipate in learning and development activities covering technical, process, and behavioral competencies.\nShare knowledge and best practices with team members.\nConduct at least two internal knowledge-sharing sessions annually.\nPursue relevant certifications aligned with organizational and technology requirements.\nTechnical Skills Required\nEnd User Computing\nWindows 10/11 Administration\nMicrosoft 365 (Outlook, Teams, OneDrive, SharePoint)\nActive Directory & Azure Active Directory\nMicrosoft Intune / Endpoint Manager\nSoftware Deployment & Packaging\nDevice Imaging & Provisioning\nEndpoint Security Solutions\nInfrastructure Support\nHardware Troubleshooting (Desktop, Laptop, Docking Stations, Mobile Devices)\nVPN and Remote Access Support\nBasic Networking (DNS, DHCP, TCP/IP, Wi-Fi)\nPatch Management\nSystem Monitoring Tools\nITSM Tools (ServiceNow, Remedy, Jira, etc.)\nPrinter & Asset Management\nEnterprise Printer Support\nPrint Server Administration\nMultifunction Device (MFD) Support\nAsset Lifecycle Management\nWarranty and Vendor Management\nAutomation & Scripting\nPowerShell (Preferred)\nProcess Automation\nSelf-Heal Script Development\nBehavioral Competencies\nStrong customer service orientation\nExcellent communication and stakeholder management skills\nProblem-solving and analytical thinking\nOwnership and accountability\nCollaboration and teamwork\nContinuous improvement mindset\nAbility to work under pressure and manage priorities effectively\nEducation & Experience\nEducation\nBachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline.\nExperience\n4 to 8+ years of experience in End User Computing (EUC), Desktop Support, Digital Workplace Services, or IT Infrastructure Support.\nExperience managing enterprise end-user environments, printer services, vendor coordination, and L2/L3 support operations.\nPreferred Certifications\nMicrosoft Certified Endpoint Administrator Associate\nMicrosoft 365 Administrator\nMicrosoft Azure Fundamentals\nITIL Foundation\nCompTIA A+ / Network+\nSuccess Criteria\nThe 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.","description_format":"text","description_chars":6684,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Commercial & Retail Banks","Investment Banking & M&A 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