The Onsite Support Technician is responsible for end user Support including Hand/Eyes needs for IT Service for the New York Office including PC imaging, End user support, for Intel and MacBook and Audio-Visual support. Provide Hand & Eyes support for Group IT as required. Role Reports to the North Americas
+ Onsite point of contact for the Service desk for L2 request
+ Manage Escalation around PC and all Onsite related issues
+ Manage onsite New Hire Onboarding
+ Support for various ad-hoc initiatives / projects / audits /asset inventory
+ Onsite Support for Global or Regional needs for tickets or user driven requests (Telephony, VTC, Net-work)
+ Onsite Provisioning Activities
+ Onsite and Remote Users support
+ Escalated L2 Support Management: will provide remote support to end users within the scope of ap-proved support
+ Support Voice team and 3rd party vendor to solve Audio Visual related problems
+ Manage the asset inventory and update the regular changes
**Sub functions - Service Management & Compliance**
+ Handling ITSM tickets - incidents and requests - by properly analyzing the details and taking appropriate action
+ Ensuring that incidents and requests are resolved within the SLA
+ Pulling data ITSM tool and preparing timely & accurate reports
+ Preparing and maintaining detailed process documentations as and when required and updat-ing the same on a regular basis
+ Recognize and Highlighting incident and trends which hampers team's productivity
+ Attend weekly conference calls / meetings with various teams to provide provisioning & re-claim status
+ Reaching out and setting up calls by involving different onshore and offshore teams whenever required for resolving any issues/confusions hampering smooth operations
+ Technical or 2-year Associate Degree Preferred or Microsoft Certifications, PC technical Certification.
+ MacBook support Experience
+ Audio Visual equipment like Polycom, Cisco, MS Surface Hub and other presentation technologies
+ Must be able to do intermediate level of PC HW physical parts replacement (laptops and desktops)
+ Intermediate PC Imaging process including knowledge of SCCM, Ghost, Partition tools, PC hardware and SW trouble shooting
+ Experience of handling tickets on a Ticket Management tool and Asset Management Systems such as BMC Remedy / HP IT Service Manager / Service Now
+ Solid understanding of the IT Service Management concepts such as SLA, OLA, ITIL
+ Excellent knowledge & experience on MS Excel - analysis and reporting - with the use of formulas, functions etc.
+ Excellent spoken and written communication skills - as the job role involves closely coordinating with the onshore teams, clients and users daily
+ Should be able to prioritize tasks based on the impact and urgency
+ 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
Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.
Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.
**Job:** _Shared Services_
**Organization:** _GIT US_
**Title:** _Group IT - Onsite Support Technician (New York, NY)_
**Location:** _New York_
**Requisition ID:** _042281_
Associated topics: equipment, infrastructure, maintain, maintenance, network, satellite, server, system specialist, system technician, technician
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.