Company Overview
Capgemini is an AI-powered global business and technology transformation partner with 420,000 team members in 50+ countries. We deliver end-to-end services leveraging deep industry expertise and technology to create tangible business value. www.capgemini.com
Job Summary
Manage and support IT systems by installing, configuring, maintaining, and troubleshooting hardware and software. Ensure compliance with organizational IT policies while delivering effective end-user support and access management.
Responsibilities
- Receive and log user inquiries or incidents, capturing all relevant details for accurate tracking
- Perform initial troubleshooting to resolve common issues such as password resets and software installations
- Execute system imaging and re-imaging to maintain device readiness
- Handle straightforward service requests including account creation and access rights modifications following established procedures
- Escalate unresolved issues to higher-tier or specialized support teams for further investigation
- Manage user accounts by creating, modifying, and deleting access rights based on business requirements
- Develop and enforce access control policies to protect sensitive information and systems
- Assist users with access-related issues such as account lockouts and permission requests, ensuring timely resolution
- Provide Level 1 and Level 2 technical support for desktops, laptops, printers, and peripherals
- Perform routine system updates, patches, and antivirus scans to maintain endpoint security and compliance
- Utilize ITSM tools (e.g., ServiceNow) to track and manage support tickets efficiently
- Administer Windows 10/11 environments including Microsoft Intune/Endpoint Manager, Active Directory, Group Policy, and Microsoft 365 troubleshooting
- Troubleshoot Windows networking components including DNS, DHCP, VPN, and TCP/IP protocols
- Support users with Microsoft 365 applications such as Word, Excel, PowerPoint, and Outlook
Required competencies and certifications
- 1+ years of experience in desktop support, technical support, or IT helpdesk roles
- Strong knowledge of Windows 10/11, Microsoft Office/O365, and common desktop applications
- Basic understanding of network concepts including TCP/IP, DHCP, and DNS
- Experience with ticketing systems such as ServiceNow or other ITSM tools
- Familiarity with printers, mobile devices, and hardware repairs
- Strong troubleshooting and problem-solving skills
- Effective written and verbal communication skills to interact with users at all technical levels
Preferred competencies and qualifications
- Hands-on experience with endpoint security, encryption, and compliance
