As a result of Capgemini’s continued success, there is an opportunity to join our IT Support team within the Cloud and Infrastructure Services organization. In this role, you will play a key part in ensuring a high-quality, reliable, and customer-focused IT support experience for our clients and internal stakeholders. You will work closely with users, service teams, and technical experts to resolve incidents, support day-to-day operations, and continuously improve service delivery.
YOUR ROLE
Working with a wide range of stakeholders including End Users, Service Desk, Infrastructure, Workplace, and Application teams, you will ensure that IT incidents, service requests, and technical issues are resolved efficiently and in line with agreed service levels.
Your key areas of responsibility include:
- Operational support: providing first- and/or second-line support for end-user devices, applications, and workplace technologies
- Incident & request handling: diagnosing, troubleshooting, and resolving technical issues within SLA targets
- Service quality: ensuring a high level of customer satisfaction through clear communication and professional support
You will act as a key point of contact for users, ensuring timely resolution of issues and escalation to specialized teams when needed.
As a Support Engineer, you will:
- Provide technical support for end-user environments (workstations, laptops, mobile devices, peripherals)
- Support common enterprise platforms such as Windows, Microsoft 365, collaboration tools, and business applications
- Log, track, and manage incidents and service requests using ITSM tools
- Perform basic root-cause analysis and contribute to problem management
- Collaborate with other support and infrastructure teams to resolve complex issues
- Participate in service improvements, standardization, and documentation of support processes
- Ensure compliance with security policies and IT standards
