054843-Onsite Support Technician

Job Summary: 

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

Qualifications: 

Minimum Education: 2 year  Degree in Computer Sciences or another relevant field 

3-5 years’ experience preferred 

Behavior: 

Fluent in English (spoken and written)

Willingness to work flexible hours when needed 

Initiative 

Ability to write technical support documentation a plus 

Excellent customer interface skills 

Good interpersonal communication skills 

Understanding of customer satisfaction principles and practices 

Team player 

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
 
 
About Capgemini
 
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.
 

Ref:

054843

Posted on:

July 1, 2021

Experience level:

Experienced (Non Manager)

Education level:

Bachelor's Degree (±16 years)

Contract type:

Regular

Business units:

COMCOR (us-en)