Capgemini

Global consulting, technology services, outsourcing

Associate Software Engineer

IT Service Desk & End User SupportUpdated on Nov 14

Full-timeNoida, Uttar Pradesh, IndiaNo salary listed

About the Job

Requirements

Ability to multitask and work in a fast-paced environment.
Willingness to work night shifts aligned with US time zones.
Willingness to work rotational shifts with rotational week offs.
Knowledge of Windows operating systems, including installation, updates, and error resolution.
Knowledge of device drivers and software compatibility.
Ability to troubleshoot hardware components and peripherals.
Knowledge of basic networking, including Wi-Fi, LAN, and IP configuration.

Responsibilities

Deliver technical support over the phone or chat for software, including Windows operating systems and drivers, hardware, peripherals such as printers and scanners, and basic network issues.
Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
Handle frustrated or angry callers with patience, empathy, and professionalism.
Drive Customer Satisfaction (CSAT) by ensuring timely and effective issue resolution.
Document customer interactions and troubleshooting steps accurately in the ticketing system.
Escalate unresolved issues to higher-level support when necessary, following defined protocols.
Maintain productivity and adhere to service level agreements (SLAs).

Desired Qualifications

Prior experience in a voice-based technical support role is preferred.

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.

Your Role

Deliver technical support over the phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues.
Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
Handle frustrated or angry callers with patience, empathy, and professionalism.
Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues.
Document all customer interactions and troubleshooting steps accurately in the ticketing system.
Escalate unresolved issues to higher-level support when necessary, following defined protocols.
Maintain high levels of productivity and adherence to service level agreements (SLAs).

Your Profile

This is a 24x7 Level 1 IT Service Desk role.
The role primarily supports Indian evening and night shifts.
Ability to multitask and work in a fast-paced environment.
Prior experience in a voice-based technical support role is preferred.
Willingness to work in night shifts aligned with US time zones.
Willingness to work in rotational shifts with rotational week offs
Windows operating systems (installation, updates, error resolution)
Device drivers and software compatibility
Hardware components and peripheral troubleshooting
Basic networking (Wi-Fi, LAN, IP configuration)

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
Make it real | www.capgemini.com

About the Company

Capgemini

Global consulting, technology services, outsourcing

Capgemini provides consulting, technology services, and outsourcing to help organizations transform digitally. Its offerings include strategy and transformation consulting, system integration, application development, IT infrastructure management, and managed IT operations. It differentiates itself with a global presence in over 50 countries and a focus on applying AI, cloud, and cybersecurity to real business problems. Its goal is to help clients navigate digital transformation and improve efficiency and innovation through tailored, contract-based or managed services.

Company size: 10,001+
Company stage: IPO
Headquarters: Paris, France
Founded: 1967

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