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Onsite Support Technician

4 months ago

Columbia, United States Axiom Global Full time

"Possible 3 Month CTH | No Fees | Do Not Re-Post | Confidential
Submit candidates under their legal name and use only Capgemini template"

Role: 14156752 - Group IT Americas - Onsite Support Technician buffer 14106286
Work location: COLUMBIA (US:36319), AL/ Client
Start date: 6/28/2024
Background check MANDATORY
Request ID: 14156752
Not Applicable

JOB DESCRIPTION
"Job Summary:

s a member of the Capgemini Onsite Support team, the Technician is the site custodian for all IT matters and will take full ownership to resolve directly or coordinate the resolution for end-user and site technical is-sues. The Onsite Support Technician also enforces Capgemini's (Group IT's) policies and procedures and must attend the assigned site daily.

Essential Responsibilities and Duties:

Must be present at assigned location daily during business hours (except with Manager ap-proval). The role cannot be fulfilled remotely.
Work in flexible shifts with a 2-3 hour start and end time frame when needed
Provides priority support to VP level users
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 all relevant incident, service request, and asset 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
Manage onsite New Hire Onboarding (where needed)
Supports various ad-hoc initiatives/projects/audits and asset inventory
Provides Onsite Support for all IT related incidents
Coordinates with Provisioning and Depot for hardware repair and swaps
ssists with Security Officer on IT security issues and Audits
ssists local Server Team when server maintenance is required
Creates/maintains process documentation where required
Provides Special Events coverage pre/post regular work hours
Local network support and/or assists Group Network team
Hardware/software setup, installation, configuration, upgrades, monitoring, and troubleshooting

Key Competencies: (working / support knowledge of)

Windows and Mac OS support
ndroid\IOS mobile device support
Computer and networking hardware support
Strong Troubleshooting Skills
Solid understanding of the IT Service Management concepts such as SLA, OLA, MTTR, ITIL
udio Visual equipment including Polycom, Cisco, MS Surface Hub, and other presentation technolo-gies
Experience in handling tickets within Ticket Management and Asset Management Systems, such as BMC Remedy / Client IT Service Manager / Service Now
Take complete ownership of the tasks at hand and adhere to agreed timelines

Qualifications:

Minimum Education: 2-year Degree in Computer Sciences or relevant field
3-5 years direct work experience preferred

Behavior:

Fluent in English (spoken and written)
Willingness to work flexible hours and travel when needed
Initiative
bility to write technical support documentation a plus
Excellent customer interface skills
Good interpersonal communication skills
Understanding of customer satisfaction principles and practices
Team player
bility 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
"

Legal Name:
Current Location: (City, State & Zip Code):
Home location:
Relocate:
Bill Rate:
CTH After 3 Months:
Travelling Availability:
vailability to Start:
Phone/Mobile Number:
Skype ID:
Email Address:
Visa Type:
Visa Expiration Date:
In process of getting a green card?:
Hiring Status:
re you working directly with the contractor's visa holder:
If not indicate # of layers and names of the company:
Indicate if the Candidate has worked in CG before and where:
Ex-Capgemini Employee:
LinkedIn Account: (If available)
Time slots for an interview:
Contractor approved to share its resume to client:
Skills summary:

Resumes will be rejected for the following reasons:
- Different format
- Missing details in comments section
-Missing text box in the header
-Photo ID included containing personal information other than legal name and photo
-Only Candidates accepted with H1B visa, Closed Work permit , Open Work permit, Permanent Resident(PR), or US Citizen(USC)

Take note that for any candidate that is selected for onboarding there will be a greet and meet meeting in person or video with capgemini representative

Dennis Ramirez
External Resource Manager (ERM) | SubCo Staffing Center
Capgemini North America | Guatemala