General Support Engineer

at  CAPGEMINI ENGINEERING

GENERAL SUPPORT L1/L2 ENGINEER

At Capgemini Engineering, the world leader in engineering services, we bring together a global team of engineers, scientists, and architects to help the world’s most innovative companies unleash their potential. From autonomous cars to life-saving robots, our digital and software technology experts think outside the box as they provide unique R&D and engineering services across all industries. Join us for a career full of opportunities. Where you can make a difference. Where no two days are the same.

SKILLS

• Bachelor´s in Computer Science, Electronics engineer or similar.
• 2+ years of experience in a customer interaction role.
• 2+ years of technical experience implementing and supporting software.
• Excellent English communication skills.
• Strong organizational and time management skills.
• Experience providing remote support.
• Experience in oil and gas industry is preferred.
• Solid understanding of computers and software.
• Previous experience with ticket-based tools like Jira, ServiceDesk, ServiceNow, Zendesk, etc.
• Strong plus, AzureDevOps.
• Understanding of protocol communications TotalFlow, ROC, modbus.
• Understanding of Active Directory groups.

• Respond to customer support requests.
• Identify customer issues and diagnose the root of the problem.
• Provide troubleshooting and guidance to customers in resolving protocol communication issues.
• Retrieve and analyze historical information.
• Escalate unresolved issues or complex problems to higher-level support tiers.
• Provide software support such as: configure and setup user accounts, attend user’s requests based on ticket requirements, load and remove users from user’s database, manage roles based on user type, identify and assign licenses per user type, manage license server, reset passwords and create new accounts.
• Follow up open tickets until closure. Communicate with users to verify and ensure the correct access to the different applications.
• Communication with users and get specific information to provide access to multiple platforms.