Capgemini Desktop Consultant-End User Computing in Jersey City, New Jersey

About Capgemini

With more than 190,000 people, Capgemini is present in over 40 countries and celebrates its 50th Anniversary year in 2017. A global leader in consulting, technology and outsourcing services, the

Group reported 2016 global revenues of EUR 12.5 billion (about $13.8 billion USD at 2016 average rate). Together with its clients, Capgemini creates and delivers business, technology and digital

solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.

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Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

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1.This is a standard desk side service/end user computing type of role. Working in the client’s office, the candidate would be responsible for helping end-users with a wide variety of IT related problems they may experience in their day to day work. The candidate would also be responsible to deploying, managing, and troubleshooting the client’s hardware and software associated with day to day end user operations.

2.Can solve and determine the root cause of complex IT problems, and assist to client’s end users and fellow support colleagues, while ensuring that they are dealt with in a pleasant, professional and timely manner. A successful candidate will have proven experience working in a highly complex, global environment with coordination across teams and regions to build activities such as pilots and production deployments, and run activities (day to day operations) while adhering to ITIL principals. The candidate must possess excellent technical knowledge and communication skills.

3.Help develop methods and procedures for the imaging, staging, and deployment of Mac OS X machines in a corporate environment

4.Ensuring that software distribution, patch management and upgrades can be managed centrally.

5.The candidate must be able to work with IT and business staff, Executive level personnel, and able to solve their technical issues in a very efficient way.

Technical & Behavioral Requirements

1.4 years’ experience in managing desktop support site operations function

2.4 years’ experience in architecture, design, and/or operational management of Microsoft Collaboration products and related technologies

3.Managed a team or set of services in an outsourced model for 4 years. Understands ITIL service principles, and has experience working under an outsourced service model where Service Level Agreements (SLAs) and ticket management policies must be followed.

4.Proven knowledge of Active Directory, Office 2010, Office 2016, Office 365, Skype for Business, OneDrive, e-Fax, McAfee Anti-Virus, SharePoint, SCCM 2012, Casper Suites, MS Office products, Adobe products, SAP, Oracle Clients in Windows Server and desktop platforms and ecosystem.

5.Experience in Mac OS X Directory Services integration with AD

6.Proficiency in UNIX command line including Shell scripting and AppleScript

7.Knowledge of modular deployment methodologies and image maintenance

8.Strong knowledge and experience around current Mac OS (Sierra, High Sierra, etc.) and

9.Mac OS X administration: Server Admin, Remote Desktop, NetBoot/Net Install, Deploy Studio.

10.Proficient in supporting Mac applications including but not limited to; Adobe InDesign, Photoshop, Apple Mail, Word, Excel and PowerPoint.

11.Exposure to support audio/video conference calls and troubleshoot any technical issue. Good knowledge on intercall, Ring Central and Skype for Business will be added advantage.

12.Strong demonstrated experience with Active Directory and laptop/desktop/printer hardware architecture.

13.Strong demonstrated experience in end-user device technologies, asset management systems, security tools, desktop deployment and annual refresh strategies, and utilities related to desktop service.

14.Ability to successfully lead projects related to the provisioning of desktop and other general office and media solutions (client and server).

15.Excellent troubleshooting skills on Desktop side operation system and relevant tools. Here are the list of O/S but not limited to.

a.Mac OS

b.Windows 7 Enterprise

c.Windows 10 Enterprise

16.Help plan and execute patch and application upgrade rollouts at a defined scheduled interval or before the End of life of those products (Hardware & Software)

17.Expertise in managing home grown application installations & configurations, and 3rd party application suites.

18.Proven knowledge of Desktop imaging and standardizing the images, package deployments and document the procedures.

19.Candidate should have the knowledge of both Windows and Mac environment knowledge on supporting end user computing devices.

20.Oversee and monitor EUC services performance and ensure CSAT are met and/or exceed required service levels.

21.Maintain knowledge of current industry best practices and implement proper solutions where practical.

22.Contribute to the development of team standards, policies, and procedures, and adhere to IT standards, policies and procedures.

23.Bachelor’s degree in a IT related field is preferred

24.Certification – Mandatory (at least one certification)

a.Apple Technical Coordinator (ACTC 10.8/10.9)

b.Apple Certified Support Professional (ACSP 10.8/10.9)

c.Mac Integration Basics (MIB 10.8/10.9)

d.Microsoft Certified Technology Specialist ( Windows 7)

Role Descriptions:

This role is to work as part of the Capgemini team providing Desktop Support. The successful candidate will also need to work flexibly as part of the Remote Desktop Support team, dealing with Incidents, Service Requests or Changes as and when required.

Day to Day responsibilities:

• Delivering the technical tasks within defined timescales and to standards agreed in relevant Service Level Agreements with client;

• Meeting various other Quality KPIs like UAT First Time Pass, Zero Downtime etc, wherever applicable;

• Participating in various client meetings for strategy making, providing inputs wherever applicable;

• Active involvement in Project work, should be able to outline the project plan and implement it further;

• Initiate and align all the standard processes in the corresponding service to adhere to ITIL standards and implement best practices;

• Perform peer-reviews for the team-members to ensure the quality deliverable;

• Should have excellent client facing skills and understand the client requirement, presentation and documentation skills;

• Perform Technical Interview (level1) and mentor the new starters and junior team members;

• improve the processes to make it cost-effective (in terms of efforts);

• Adapt upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends) and building capabilities on these within the team.

• Qualification: Bachelor’s degree and/or required years of experience

• 4-7 years of experience, Graduate in IT (preferably)

• Must have experience in Technology Application

• Should be proficient in Problem Diagnosis & Solution and Technical Process Expertise

• Should have progressing skills in Technology Solution Design

Candidates should be flexible/willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment

Job: Programmer/Analyst

Organization: INFRA US IGATE

Title: Desktop Consultant-End User Computing

Location: NJ-Jersey City

Requisition ID: 034695