As a member of the Capgemini Onsite Support team, the Technician the site custodian for all IT matters and will take full ownership to resolve directly or coordination the resolution for end users or location technical issue. The Onsite Sup-port Technician also enforces Capgemini's (Group IT’s) policies and procedures and must attend the assigned sites daily.
Essential Responsibilities and Duties:
Must be present at assigned location daily during business hours. The role cannot be fullfiled remotely, otherwise situation/circumstances demands
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/moving 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
ComputerUser account creation/deletion and file permissions
Backup management and maintenance
Key Competencies: (working /support knowledge of)
Windows system administration
AppleIOS 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
Minimum Education: 2 year Degree in Computer Sciences or another relevant field
3-5 years’ experience preferred
Fluent in English (spoken and written)
Willingness to work flexible hours when needed
Ability to write technical support documentation a plus
Excellent customer interface skills
Good interpersonal communication skills
Understanding of customer satisfaction principles and practices
Ability to work under pressure
Good organizational and time management skills
Good analytical and problem-solving skills
Maintains strong attention to detail in high-pressure situations
Strong communications skills, both written and oral
Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
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
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group 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. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.
Visit us at www.capgemini.com. People matter, results count.