060655-Onsite Support Technician

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.

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. 

Ref:

060655

Posted on:

January 14, 2022

Experience level:

Experienced (Non Manager)

Education level:

Bachelor's Degree (±16 years)

Contract type:

Regular

Location:

Texas

Business units:

COMCOR

Department:

US073180

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