L1 Technical Support Analyst

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

We are seeking a L1 Technical Support Analyst to provide first-line support for users experiencing technical issues. The role involves troubleshooting, incident management, user communication, and ensuring timely resolution or escalation of support requests. The ideal candidate is customer-focused, has strong problem-solving skills, and enjoys working in a fast-paced support environment.

Fixed-term contract.

Working time: 07:00 - 22:00 PM -> in shifts with 8h/day - 40h/week.

Your role:

• Respond to customer inquiries and complaints about technical issues;
• Troubleshoot basic hardware, software, application, and connectivity issues;
• Monitor and track support tickets to ensure timely resolution and adherence to SLAs;
• Communicate effectively with users, providing regular updates on ticket status;
• Follow standard procedures for proper escalation of unresolved issues;
• Follow support processes, procedures, and knowledge base articles;
• Maintain a record of customer issues as well as the solution strategy for future reference;
• Receive, log, categorize, and prioritize incidents and service requests through ticketing systems;
• Provide remote support and guidance to end users;
• Contribute to knowledge management by documenting recurring issues and resolutions.

Your profile:

• Experience in customer service, help desk, service desk, or technical support role;
• Strong communication skills, with the ability to translate technical information into user-friendly language and provide a positive support experience;
• A good problem-solving mindset to quickly identify problems and provide solutions, often under pressure;
• Specialists must identify, analyze, and resolve customer issues, ensuring customer satisfaction and loyalty;
• Be able to adapt to new technologies and changes in the industry, learn new processes, and remain flexible;
• Strong troubleshooting and analytical skills;
• Customer-oriented mindset with a focus on delivering high-quality support.

What you’ll love about working here:

• Flexible and dynamic work environment involving teams spread across different global locations;
• Communities with shared interests and identities, all working together to advance diversity, equity, and inclusion within the workplace and society;
• Do you want to learn more? You will have access to various training programs and platforms (e.g.: content provided by Pluralsight, Harvard, and Coursera);
• Attractive benefits package (meal tickets, medical services, Benefit online, Employee Share Option Plan);

Capgemini Romania is an equal opportunity employer. We promote equality and dignity in all aspects of recruitment and employment, and all offers of employment and promotions are made based on performance, competence, and ability.