About the Company
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, driven by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering, and platforms.
Job Description
We are seeking a dedicated and technically proficient Customer Support Engineer to join our dynamic team in Leicester. This role is crucial for ensuring the smooth operation and excellent user experience of our clients’ systems and applications. You will be at the forefront of problem-solving, providing expert technical assistance, and ensuring high levels of customer satisfaction. For exceptional candidates residing outside the UK, we are pleased to offer visa sponsorship to facilitate your relocation and integration into our team.
Key Responsibilities
- Provide first and second-line technical support to clients via phone, email, and ticketing system, ensuring timely and effective resolution of issues.
- Diagnose and troubleshoot complex hardware, software, and network problems, escalating to senior engineers or relevant teams when necessary.
- Document all support interactions, resolutions, and procedures accurately in the knowledge base and ticketing system.
- Collaborate with development, QA, and infrastructure teams to identify root causes of problems and implement preventive measures.
- Proactively monitor system performance and identify potential issues before they impact clients.
- Conduct regular client follow-ups to ensure satisfaction with resolutions.
- Participate in on-call rotations as required.
- Assist in the creation and maintenance of technical documentation, user guides, and FAQs.
Required Skills
- Proven experience in a customer support or technical support role.
- Strong understanding of operating systems (Windows, Linux) and network fundamentals (TCP/IP, DNS, VPN).
- Excellent problem-solving and analytical skills.
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency with ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Ability to work independently and as part of a team in a fast-paced environment.
- A strong customer-centric approach.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Relevant industry certifications (e.g., CompTIA A+, Network+, ITIL Foundation).
- Experience with cloud platforms (AWS, Azure, Google Cloud).
- Familiarity with scripting languages (e.g., PowerShell, Bash).
- Previous experience supporting enterprise-level applications.
Perks & Benefits
- Comprehensive health and wellness programs.
- Competitive pension scheme.
- Generous paid time off and holiday allowance.
- Opportunities for continuous learning and professional development.
- Modern and collaborative office environment.
- Employee assistance program.
- Visa sponsorship for eligible international candidates.
- Relocation assistance may be available.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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