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.
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.