About the team:

 Capco Global IT ensure that our employees are always able to conduct business with our client in the safest way whilst allowing flexibility and enabling to work while travelling or at home. The team support over six thousand people globally across three territories using an IT infrastructure team of just 37 people.

The core of Capco’s business is consulting but we also have digital engineering departments who look at emerging tools and help clients with advanced data processing.

Capco IT is an IT department with global standards but the freedom to operate independently where it makes sense. Reporting into the IT Director are 3 Territory Leaders whose main role is to ensure that the operational service in their territory aligns to agreed service levels and improve the service that we provide. Each territory consists of circa 9 people whose main role is 1st/2nd line operational support and procurement. Supporting these teams are 6 technical SME’s/Managers who ensure that the core infrastructure is monitored and maintained.

About the Job:

This role reports directly to the local IT Lead on site and is responsible for the first- and second-line IT Support of Capco’s laptops and associated operating system and application suite environments. Previous IT support experience isn’t essential however excellent customer service skills are.

The role requires the ability to communicate and assist staff of all levels across the company and to be flexible with working occasional evenings and weekends, along with occasional travel.

The ideal candidate will be looking to be part of a small team with a goal to provide an approachable, friendly, customer facing service whilst adhering to ITIL Framework and Processes within Capco’s SLA’s.


What You’ll Get to Do:

  • Resolve incidents via ServiceNow tickets, via phone and in person
  • Respond to global service requests via ServiceNow
  • Escalate to third line support and global management in case of unresolvable issues
  • Maintain and manage Windows and Apple laptops, workstation inventory, and mobile inventory
  • Install software, physically and remotely
  • Liaise with vendors to arrange repair/replacement of printers, laptops and audio-visual equipment
  • Monitor daily and monthly backups of Capco infrastructure and respond to any issues
  • Help to diagnose and fix firewall, routing, switching and cabling issues under the direction of Global Network team members
  • Regular trips may be required to remote offices to provide onsite support to staff, diagnose issues with network/infrastructure and assist with resolution
  • Support on-boarding new employees through setting up accounts in Active Directory, building laptops, and setting up mobile devices
  • Supply desktop support to office based and remote desktop support to client-based Consultants, including maintenance of laptops, installation of software, remote help with logging in and accessing Capco externally

 

What You’ll Bring with You:

  • Understanding of Windows and Apple operating system fundamentals
  • Basic knowledge of Active Directory
  • Excellent communication, with a customer service focused attitude
  • Professional and well presented
  • Use of remote support tools e.g. Bomgar
  • Organizational skills; can prioritize work in a systematic fashion, making the most use of time available
  • Ability to work using own initiative within a team setting
  • Ability to work under pressure to resolve user issues quickly
  • Understanding of when to escalate for assistance if required
  • Previous experience using ServiceNow, Jamf, MS O365 user administration not essential but would be an advantage

 

Why Capco? 

You will join a company that supports and encourages an entrepreneurial outlook and independent thinking. Capco is not about organizational charts and layers – we operate with little hierarchy because we want all employees to feel that Capco is their firm.

We offer highly competitive benefits, including medical, dental and vision insurance, a 401(k) plan, tuition reimbursement, and a work culture focused on innovation and creation of lasting value for our clients and employees.

 

Ready to take the Next Step

If this sounds like you, we would love to hear from you.  This is an opportunity to make a difference and contribute to a highly successful company with a significant growth trajectory.

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