046424-Remote Support Analyst

 About Capgemini:

 

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients� opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50 year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.

 

About Infrastructure Services :

 

The Cloud Infrastructure Services Global Business Line is Capgemini’s consulting and infrastructure build-and-run provisioning offering, and supports the group’s cloud-based services. As part of the integrated cloud offering from Capgemini, Cloud Infrastructure Services delivers a broad range of cloud services to build and support the hybrid cloud estate by encompassing the leading public cloud players and leading private cloud technologies. With EUR 1.5 billion annual revenue, Cloud Infra Services helps clients virtualize and optimize their IT estates through infrastructure outsourcing services such as data center, helpdesk, network support, and service integration and service maintenance support.  Our other services also include infrastructure transformation services-helping clients consolidate and migrate entire workloads and data centers. 

 

Visit us at www.capgemini.com. People matter, results count.

 

 

  

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

 

 

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

 

 

 

Click the following link for more information on your rights as an Applicant –http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

  Undergraduate degree in a related field or the equivalent combination of training and experience. 6 months to two years’ general business experience, including one year PC support or LAN administrator experience. Strong skills of the following: Customer service skills, Written and verbal communication skills, Analysis and problem solving skills. Requirements: A background in customer service and organization skills.  Listed below is the expected working Intermediate knowledge of the following products & supporting infrastructure: Preferable Certifications: A+ , Microsoft Certified, Services: Active Directory, Operating Systems: Windows 7 , Windows 10 , Mac OS, Mobile OS systems, ITSM tools: ServiceNow, Sail Point , Mail & Messaging: IBM Domino Lotus Notes, IBM Sametime (emeetings & chat), Outlook 2013, Exchange 2013 and Binary Tree., MDM, Blackberry Technologies: Good for Enterprise and Good Dynamics, AirWatch, Bes12, IBM Sametime Chat and E-meetings, Endpoint Computing & Monitoring: VDI [Virtual Desktop Infrastructure] – support of  gold images, virtual desktop troubleshooting, pool creations, etc., Proactive Monitoring Tools, Example: Splunk (monitoring tool) , SysTrack, Print & Scan: Network Printing, Follow me and Legacy print applications , Platforms & associated infrastructure:  Intermediate knowledge of one or more IT platforms: Client/server, Microsoft Windows 7, Windows DFS (File Shares) & MS Clusters, Ability to lift and carry 50 pounds, Remote and off hours support: Participates in an on-call rotation for off-hours support. Also may be required to work during off-hours at other times as required for business operations. 
Desired:Remote Support an provide a great client experience, Identify & drive new efficiencies in the Work Place Services support model, Provide access to technology materials and equipment for crew, Improve technology awareness for crew, Change the perception of IT,  Provides incident response services such as incident, problem & crisis management that include monitoring, diagnosing, and resolving hardware and/or software issues elevated from the Support Center and other Technical Services groups, Maintains and troubleshoots hardware and/or software systems (e.g., end point devices & enterprise applications) across one or more platforms, Adds, updates, and closes records in the IT Incident and Problem Management systems. Reviews related records to identify requests that may have an impact on systems, Provides client support services to assist end users with provisioning requests such as file new machines, mobile devices  (to name a few), Identifies performance issues and trends. Identifies opportunities to improve system and application performance, including automating manual system tasks, Supports building of knowledge management in enterprise application Service Now by identifying, creating & categorizing knowledge articles that summarize resolution of clients issues. Trains and mentors staff and IT project teams, Creates and/or updates technical documentation, including policies and procedures. Creates and/or updates architecture diagrams, including IT problem notification flows, Creates standard and ad hoc reports of significant system trends, including problem occurrences and responses, Complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Complies with Information Security policies and procedures, participates in special projects and performs other related duties as assigned. 

 Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.

Ref:

046424

Posted on:

November 13, 2019

Experience level:

Experienced (Non Manager)

Education level:

Bachelor's Degree (�16 years)

Contract type:

Regular

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