On-site IT support technician

About the Position

Join Capgemini Guatemala as an on-site IT support technician to provide second-line investigation, diagnosis, and resolution of IT incidents and service requests.

Responsibilities

• Must be present at assigned location daily during business hours. The role cannot be fulfilled remotely
• 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 relevant incident/service request 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
• Troubleshoots and resolves PC incidents and/or VIP requests
• Manages onsite New Hire Onboarding
• Supports various ad-hoc initiatives / projects / audits / asset inventory
• Provides onsite support for all IT-related incidents
• Coordinates with Provisioning and Depot for hardware repair and swaps
• Assists with Site Security Officer (SSO) on IT security issues and Audits
• Assists local Server Team when server maintenance is required
• Creates/maintains documentation where required
• Provides special events coverage pre/post normal work hours
• Provides Connected Backup client support
• Provides local network support and/or assists centralized Network team
• Handles hardware/software setup, installation, configuration, upgrades, monitoring, and troubleshooting
• Manages computer/user account creation/deletion and file permissions
• Manages backup management and maintenance

Requirements

• Minimum education: 2-year Degree in Computer Sciences or another relevant field
• 3-5 years’ experience preferred
• Windows system administration
• Apple/IOS system administration knowledge
• Strong Troubleshooting Skills
• Solid understanding of the IT Service Management concepts such as SLA, OLA, MTTR, ITIL
• Experience with Audio Visual equipment like Polycom, Cisco, MS Surface Hub, and other presentation technologies
• Experience of handling tickets on a Ticket Management tool and Asset Management Systems such as BMC Remedy / HP IT Service Manager / Service Now
• Open to work in flexible shifts with a 2-hour start and end time frame
• Take complete ownership of the tasks at hand and adhere to agreed timelines
• Willingness to travel

We Offer

• Competitive salary
• Full-time position
• Opportunity to work in a dynamic and innovative environment
• Professional development opportunities

About the Company

Capgemini is a global leader in consulting, technology services, and digital transformation. We are committed to creating a diverse and inclusive workplace where everyone can thrive.