Join Capgemini, a global leader in technology transformation, and help shape the future for major organizations. We empower our team members to develop their careers within a supportive, collaborative international community. Discover opportunities to innovate and contribute to building a more sustainable and inclusive world through technology.

This role is part of our 24x7 IT Service Desk, providing essential Level 1 technical support. The position is primarily focused on supporting Indian evening and night shifts, with a willingness to adapt to rotational shifts and week offs, aligning with US time zones where necessary.

Provide essential technical support via phone and chat for software, hardware, and peripherals. You will diagnose and resolve technical issues efficiently, prioritizing First Call Resolution (FCR) to ensure high Customer Satisfaction (CSAT).

Handle challenging customer interactions with patience and empathy. Accurately document all customer interactions and troubleshooting steps in the ticketing system. Escalate unresolved issues to higher support levels as per protocol, while maintaining productivity and adhering to service level agreements (SLAs).

We are seeking individuals with the ability to multitask effectively in a fast-paced environment. While prior experience in voice-based technical support is preferred, a strong understanding of Windows operating systems (installation, updates, error resolution), device drivers, software compatibility, hardware components, peripheral troubleshooting, and basic networking (Wi-Fi, LAN, IP configuration) is crucial.

This is an opportunity for experienced professionals within our Software Engineering community. The contract is permanent with Capgemini, located in Noida.