047223-End User Support Engineer

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

  Details of Change:


This role is to work as a resource on the Capgemini team providing Deskside Support at the Tishman Speyer office in New York City, NY.  The resource will also need to work in a customer facing environment dealing with reported Service Desk Incidents, Service Requests or Changes as and when required for the local end users. 


Strict adherence to standard technical processes/practices followed for the corresponding services at Tishman Speyer.  Candidate needs to have ability to understand/follow standard ITIL processes as per the scope of corresponding service.


Occasional involvement in Project work under minimal supervision of the experienced members in the team.  Learning upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends).  


Taking ownership of customer reported issues and seeing through to completion.  Researching, Trouble shooting and Identifying solutions to resolve issues. 


Flexibility needed in case of extended hours due to Major Incident Resolutions

Primary/Essential duties:


1. SERVICE DELIVERY:  Manage incident lifecycle, in accordance with Tishman Speyer Incident Management Procedures, including creating, tracking, and escalation of Service Desk tickets assigned to achieve final resolution and ensure user satisfaction. 


2. SERVICE SUPPORT:  Deliver a high percentage of first contact resolution (FCR) for Level 1 technical issues within the global computing environment.  Flexibility to work after hours if needed

Secondary duties:

1. Collaborate with other team members to identify real time trends to proactively recognize systemic issues and/or concerns, and escalate as appropriate.

2. Interact with other CG teams worldwide to maintain technical and organizational relevance and proficiency

3. Provide support beyond core work hours as required.

4. Continuously expand technical skills and Share technical knowledge with team members.

5. Assist in maintaining accuracy and relevance of the technical knowledgebase.

6. Other 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.


 Involves researching, developing and delivering effective and consistent solutions to support the infrastructure systems ensuring the application of current and emerging technologies for optimum performance.     Day to Day responsibilities:
� Day to day management and support of servers;
� Being part of a team of technical specialists in service delivery and transitional projects;
� Monitoring of the servers, addressing any issues raised and ensuring that contracted services are met;
� Proactive maintenance of the server estate;
� Server Hardware and Server OS break fix using the EARS ticketing system;
� Patching & Anti-Virus updates;
� Developing and implementing service improvements;
� Attending DR rehearsals;
� Monthly Reporting;
� Designing and implementing Simple and Ad-hoc project work requests; On-call cover and out of hours support.     � Qualification: Engineering or equivalent degree
� Should be proficient in Technology Solution Design  






Posted on:

January 2, 2020

Experience level:

Experienced (Non Manager)

Education level:

Bachelor's Degree (�16 years)

Contract type:



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