058392-Americas Site Support Technician- San Francisco

As a member of the Capgemini User Support team, the Technician is responsible for site support and will take full ownership to resolve directly or coordinate the resolution for end users. The site Support Technician also enforces Capgemini's (Group IT’s)  policies and procedures.

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 Global or Regional Group Infra or AM IT IM/AM hand/eyes need for ticket driven requests (Telephony, VTC, Network)                                
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                                 
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                                 
Good To Have Skills(Please don’t put any bullets and numbers)-                                
Must To Have Skills(Please don’t put any bullets and numbers)-                                
Windows system administration                                
Strong troubleshooting skills                                
Solid understanding of IT Service Management concepts such as SLA, OLA, MTTR, ITIL                                
Audio Visual equipment such as Polycom, Cisco, MS Surface Hub, other presentation technologies                                
Experience handling tickets in an IT Service Management and Asset Management System such as  Service Now                                
Open to working in flexible shifts within a 2 hour start and end time frame                                
Take complete ownership of tasks and adhere to agreed timelines                                
Willingness to travel                                

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

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 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion (about $14.4 billion USD at 2017 average rate).

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



Posted on:

October 21, 2021

Experience level:

Experienced (Non Manager)

Education level:

Bachelor's Degree (±16 years)

Contract type:


Business units:

COMCOR (us-en)