User Support Technician
4 weeks ago
**User Support Technician**
- 071003
- Group IT Americas - User Support Technician Job Description
1
Job Summary:
As a member of the Capgemini User/Site Support team, the Technician is responsible for all remote, and Virtual L2 support and will take full ownership to resolve directly or coordination the resolution for end users. The User Support Technician also enforces Capgemini's (Group IT’s) policies and procedures.
Essential Responsibilities and Duties:
- Technician must reside within a 45 minute commute and be present at local assigned location daily during
business hours.
- 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
- Conducts hardware and software maintenance and support
- Troubleshoots and resolves PC incidents and/or VIP requests
- Manage New Hire Onboarding and Post Hire Connects
- Support for various ad-hoc initiatives / projects / audits /asset inventory
- Coordinates with Provisioning and Depot for hardware repair and swaps
- Assists with Site Security Officer (SSO) on IT security issues and Audits
- Creates/maintains documentation where required
- Special events coverage pre/post normal work hours
- Software setup, installation, configuration, upgrades, monitoring and troubleshooting
- Computer/User account creation/deletion and file permissions
- Backup management and maintenance
Key Competencies: (working /support knowledge of)
- Windows system administration
- Apple\IOS 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
Qualifications:
Minimum Education: 2 year Degree in Computer Sciences or another relevant field
3-5 years’ experience preferred
Group IT Americas - User Support Technician Job Description
2
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
- 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
Required Skills and Experience:
- Qualification: Minimum 1-3 years experience, Bachelor’s Degree.
- Should have progressing skills in Package Configuration.
- Should have baseline skills in Business Analysis, Business Knowledge, Testing, Architecture Knowledge, Technical Solution Design and Vendor Management.
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.
**About Capgemini**
- With 270,000 women and men in nearly 50 countries, Capgemini is a responsible and multicultural global leader. Its purpose: unleashing human energy through technology for an inclusive and sustainable future. As a strategic partner to companies, Capgemini has harnessed the power of technology to enable business transformation for more than 50 years. The Group addresses the entire breadth of business needs, from strategy and design to managing operati
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