2nd Line Support Engineer

Job Summary

An exciting opportunity to work as part of a growing End User Services UK department supporting multiple high profile clients as part of the Capgemini portfolio. The role of Remote Second Line Support engineer will be a forward‑thinking position, which supports the overall service provision for incident resolution as well as service improvement and shift left initiatives. The role also will include liaising with service desk knowledge managers to draft and test knowledge articles improving service desk operations.

This is a mostly hybrid working role and the applicants must be prepared to be in the office 3 days per week with some out of hours testing if required.

The places that you work from day to day will vary according to your role, your needs, and those of the business; it will be a blend of company offices, client sites, and your home; noting that you will be unable to work at home 100% of the time.

• Support 2nd line desktop incidents and issues across the desktop offering
• Work with the Service Desk and Subject Matter Experts to encourage shift left and knowledge growth
• Contact end users to resolve issues
• Manage tickets within Service Now with good quality and timely updates
• Triage ticket quality and identify areas of improvement for ticket quality
• Continual improvement of end user services to maintain a high level of quality

• Experience of end user environments support
• High attention to detail and quality
• Understanding of cloud / SaaS technologies (inTune desirable)
• Understanding of End user experience (UX) (desirable)
• Experience in live ticket resolution performed remotely with customer interaction

Capgemini is proud to be a Disability Confident Employer (Level
2) under the UK Government's Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who declare they have a disability, and meet the minimum essential criteria for the role. Please opt in during the application process.

If you are successfully offered this position, you will go through a series of pre‑employment checks, including identity, nationality (single or dual) or immigration status, employment history going back 3 continuous years, and an unspent criminal record check (known as Disclosure and Barring Service). Some roles will also require an additional level of security clearance. To be successfully appointed to this role, it is a requirement to obtain Security Check (SC) clearance.

To obtain SC clearance, the successful applicant must have resided continuously within the United Kingdom for the last 5 years, along with other criteria and requirements. Throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality. Some posts are restricted to sole UK Nationals for security reasons;

therefore, you may be asked about your citizenship in the application process.