About Company
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. As a diverse multinational company, we are at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, data, AI, connectivity, software, digital engineering, and platforms. With a strong 50-year heritage and deep industry-specific 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 and complex evolving world of innovation. We are committed to fostering a collaborative, inclusive, and high-performance culture where our people can thrive and make a real impact.
Job Description
Are you a proactive problem-solver with a passion for technology and a dedication to exceptional customer service? Capgemini is seeking a talented and empathetic Home-Based Technical Support Consultant to join our dynamic team, supporting our clients from the comfort of your home in Canley, Coventry. In this vital role, you will be the first point of contact for users experiencing technical issues, providing crucial support that ensures their operations run smoothly and efficiently. This isn’t just about fixing problems; it’s about empowering users, understanding their challenges, and offering clear, concise solutions that enhance their productivity and satisfaction.
Working remotely allows you the flexibility to manage your work-life balance while remaining an integral part of our globally connected team. You will handle a diverse range of technical inquiries, from software malfunctions and hardware troubleshooting to network connectivity issues and account management. Your day will involve leveraging a variety of diagnostic tools, knowledge bases, and collaborative resources to resolve incidents swiftly and effectively. We’re looking for someone who can communicate complex technical information in an easy-to-understand manner, maintain composure under pressure, and continuously seek ways to improve the user experience. If you thrive in a fast-paced environment, are eager to learn new technologies, and possess a natural ability to connect with people, this opportunity at Capgemini is for you. Join us and contribute to a culture that values innovation, continuous learning, and client success.
Key Responsibilities
- Provide first-line technical support to end-users via phone, email, and chat, resolving issues efficiently and effectively.
- Diagnose and troubleshoot a wide range of hardware, software, network, and system-related problems.
- Escalate complex issues to appropriate second-line support teams, ensuring clear documentation and smooth handovers.
- Document all interactions, troubleshooting steps, and resolutions accurately in the service management system.
- Guide users through step-by-step solutions, ensuring a high level of customer satisfaction.
- Maintain up-to-date knowledge of products, services, and support procedures.
- Proactively identify trends in user issues and suggest improvements to processes or documentation.
- Adhere to service level agreements (SLAs) and operational metrics.
- Participate in ongoing training and professional development to enhance technical and soft skills.
Required Skills
- Minimum of 2 years' experience in a technical support or helpdesk role.
- Strong knowledge of Microsoft Windows operating systems (Windows 10/11).
- Proficiency with Microsoft Office 365 suite (Outlook, Word, Excel, Teams).
- Basic understanding of networking concepts (TCP/IP, Wi-Fi, VPN).
- Experience with remote desktop tools and ticketing systems (e.g., ServiceNow, Jira).
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
- Proven problem-solving abilities and analytical thinking.
- Ability to work independently and manage time effectively in a remote environment.
- Strong customer service orientation and interpersonal skills.
Preferred Qualifications
- ITIL Foundation certification.
- Experience supporting cloud-based applications and services (e.g., Azure, AWS).
- Familiarity with mobile device management (MDM) solutions.
- Previous experience working in a global or multinational IT support environment.
- Relevant industry certifications (e.g., CompTIA A+, Network+).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and public holidays.
- Pension scheme with company contributions.
- Dedicated budget for home office setup and remote work allowance.
- Opportunities for continuous learning and professional development.
- Access to a vast array of online courses and certification programs.
- Employee assistance program for personal and professional support.
- Collaborative and inclusive remote work culture.
- Flexible working arrangements.
How to Apply
To apply for this exciting Home-Based Technical Support Consultant position, please click on the application link below. We encourage you to submit a comprehensive CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!