on-site IT support technician

Join Capgemini Guatemala as an on-site IT support technician

Role description

As a member of the our on-site support team, the technician is the site custodian for all IT matters and will take full ownership to resolve directly or coordinate the resolution for end users or location technical issue. The on-site IT support technician also supports our Group IT policies and procedures and must attend the assigned sites daily.

General responsibilities / accountabilities

• Must be present at assigned location daily during business hours.  The role cannot be fullfiled remotely
• Provides second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details per help desk procedures
• Communicates with the leads and managers regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Complies with global IT policies
• Liaises with Capgemini IT support groups and 3rd party providers when necessary
• Performs installation, personalization, and staging of PCs
• Performs IMAC (Install, Move, Add and Change)
• Conducts hardware and software maintenance and support
• Troubleshoots and resolves PC incidents and/or VIP requests
• Manage onsite New Hire Onboarding
• Support for various ad-hoc initiatives / projects / audits /asset inventory
• Onsite Support for all IT related incidents
• Coordinates with Provisioning and Depot for hardware repair and swaps
• Assists with Site Security Officer (SSO) on IT security issues and Audits
• Assists local Server Team when server maintenance is required
• Creates/maintains documentation where required
• Special events coverage pre/post normal work hours
• Connected Backup client support
• Local network support and/or assists centralized Network team
• Hardware/software setup, installation, configuration, upgrades, monitoring and troubleshooting
• Computer\User account creation/deletion and file permissions
• Backup management and maintenance

Key competencies (education, skills, knowledge)

• Minimum education: 2 year  Degree in Computer Sciences or another relevant field
• 3-5 years’ experience preferred
• Windows system administration
• Apple\IOS system administration knowledge
• Strong Troubleshooting Skills
• Solid understanding of the IT Service Management concepts such as SLA, OLA, MTTR, ITIL
• Audio Visual equipment like Polycom, Cisco, MS Surface Hub, and other presentation technologies
• Experience of handling tickets on a Ticket Management tool and Asset Management Systems such as BMC Remedy / HP IT Service Manager / Service Now
• Open to work in flexible shifts with a 2-hour start and end time frame
• Take complete ownership of the tasks at hand and adhere to agreed timelines
• Willingness to travel

Please complete this form to apply

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Select a value Cobán Salamá Chimaltenango Chiquimula Guastatoya Escuintla Ciudad de Guatemala Huehuetenango Puerto Barrios Jalapa Jutiapa Flores Quetzaltenango Santa Cruz del Quiché Retalhuleu Antigua Guatemala San Marcos Cuilapa Sololá Mazatenango Totonicapán Zacapa Department of Guatemala *

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