2nd Line Support Engineer

An exciting opportunity to work as part of a growing End User Services UK department supporting multiple high profile clients as part of the Capgemini portfolio. The role of Remote Second Line Support engineer will be a forward-thinking position, which supports the overall service provision for incident resolution as well as service improvement and shift left initiatives. The role also will include liaising with service desk knowledge managers to draft and test knowledge articles improving service desk operations. This is a mostly hybrid working role and the applicants must be prepared to be in the office 3 days per week with some out of hours testing if required.

Hybrid working: The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of Company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

Your role

• Support 2nd line desktop incidents and issues across the desktop offering
• Work with the Service Desk and Subject Matter Experts to encourage shift left and knowledge growth
• Contact end users to resolve issues
• Manage tickets within Service Now with good quality and timely updates
• Triage ticket quality and identify areas of improvement for ticket quality
• Continual improvement of end user services to maintain a high level of quality.

You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.

• Experience of end user environments support.
• High attention to detail and quality
• Understanding of cloud / SaaS technologies (inTune desirable)
• Understanding of End user experience (UX) (desirable)
• Experience in live ticket resolution performed remotely with customer interaction

We are a Disability Confident Employer

Capgemini is proud to be a Disability Confident Employer (Level 2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and Meet the minimum essential criteria for the role. *, To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements.

Flexibility to work your way You will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.

Your wellbeing You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions.

To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

Shape your path You will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.

Shared energy You’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.