Onsite Support Tech

Responsibilities

• Must 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 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 rd party providers when necessary
• Performs installation, personalization, and staging ...