Onsite Support Tech

ResponsibilitiesMust be present at assigned location daily during business hours (except with Manager approval).The role cannot be fulfilled remotely.Work in flexible shifts with a - hour start and end time frame when neededProvides priority support to VP level usersProvides second-line investigation and diagnosisResolves and closes incidents/service requests as per help desk procedures & allocated timelinesEscalates unresolved incidents/service requests within agreed timescalesLogs all relevant incident, service request, and asset details per help desk proceduresCommunicates with the leads and managers regarding incident progressEnsures tickets are always updated until issues are resolvedComplies with global IT policiesLiaises with Capgemini IT support groups and rd party providers when necessaryPerforms installation, personalization, and staging of PCsPerforms IMAC (Install, Move, Add and Change)Conducts hardware and software maintenance and supportManage onsite New Hire Onboarding (where needed)Supports various ad-hoc initiatives/projects/audits and asset inventoryProvides Onsite Support for all IT related incidentsCoordinates with Provisioning and Depot for hardware repair and swapsAssists with Security Officer on IT security issues and AuditsAssists local Server Team when server maintenance is requiredCreates/maintains process documentation where requiredProvides Special Events coverage pre/post regular work hoursLocal network support and/or assists Group Network teamHardware/software setup, installation, configuration, upgrades, monitoring, and troubleshootingEssential Responsibilities and DutiesMust be present at assigned location daily during business hours (except with Manager approval).The role cannot be fulfilled remotely.Work in flexible shifts with a - hour start and end time frame when neededProvides priority support to VP level usersProvides second-line investigation and diagnosisResolves and closes incidents/service requests as per help desk procedures & allocated timelinesEscalates unresolved incidents/service requests within agreed timescalesLogs all relevant incident, service request, and asset details per help desk proceduresCommunicates with the leads and managers regarding incident progressEnsures tickets are always updated until issues are resolvedComplies with global IT policiesLiaises with Capgemini IT support groups and rd party providers when necessaryPerforms installation, personalization, and staging of PCsPerforms IMAC (Install, Move, Add and Change)Conducts hardware and software maintenance and supportManage onsite New Hire Onboarding (where needed)Supports various ad-hoc initiatives/projects/audits and asset inventoryProvides Onsite Support for all IT related incidentsCoordinates with Provisioning and Depot for hardware repair and swapsAssists with Security Officer on IT security issues and AuditsAssists local Server Team when server maintenance is requiredCreates/maintains process documentation where requiredProvides Special Events coverage pre/post regular work hoursLocal network support and/or assists Group Network teamHardware/software setup, installation, configuration, upgrades, monitoring, and troubleshootingKey Competencies: (working / support knowledge of)Windows and Mac OS supportAndroid\IOS mobile device supportComputer and networking hardware supportStrong Troubleshooting SkillsSolid understanding of the IT Service Management concepts such as SLA, OLA, MTTR, ITILAudio Visual equipment including Polycom, Cisco, MS Surface Hub, and other presentation technologiesExperience in handling tickets within Ticket Management and Asset Management Systems, such as BMC Remedy / Client IT Service Manager / Service NowTake complete ownership of the tasks at hand and adhere to agreed timelinesQualificationsMinimum Education: -year Degree in Computer Sciences or relevant field- years direct work experience preferredBehaviorFluent in English (spoken and written)Willingness to work flexible hours and travel when neededInitiativeAbility to write technical support documentation a plusExcellent customer interface skillsGood interpersonal communication skillsUnderstanding of customer satisfaction principles and practicesTeam playerAbility to work under pressureGood organizational and time management skillsGood analytical and problem-solving skillsMaintains strong attention to detail in high-pressure situationsStrong communications skills, both written and oral#J-*****-Ljbffr