Senior Consultant

Capgemini; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Total Rewards package

Peer recognition program

Job summary

Capgemini is seeking a Senior Technical Consultant to provide Level 1/2 IT support, device provisioning, IAM management, and incident resolution across the enterprise. You will handle user issues, hardware and software support, and collaborate with specialist teams to maintain SLA targets.

The role emphasizes service delivery, documentation, and cross-functional collaboration, with hybrid working arrangements and emphasis on ITIL-aligned processes and continuous improvement.

Qualifications

• Bachelor’s degree in information technology.
• 2+ years of progressive hands-on experience in Corporate IT End-user Support and technical consulting.
• Experience with enterprise endpoint management, IAM, and cloud directory services (e.g., Microsoft 365, Intune, Azure AD/Entra ID).
• Proven troubleshooting, deployment, and service desk management aligning with ITIL standards.
• Strong written and verbal communication; experience creating SOPs and knowledge bases.
• Ability to interface with internal teams and external providers during transitions.

Responsibilities

• Provide Level 1/2 IT support for hardware, software, network, VPN, and Microsoft 365 issues.
• Assist with device provisioning, imaging, and deployment using Windows Autopilot and Intune.
• Manage IAM functions including user onboarding/offboarding, MFA, and license/group assignments.
• Monitor and resolve incidents in ServiceNow, ensuring SLA adherence.
• Create technical documentation, SOPs, and knowledge bases to improve operations.
• Collaborate with infrastructure, network, and cybersecurity teams to resolve complex issues.

Skills

End-user Support

IAM

Azure AD

Intune

Windows OS

Microsoft 365

ITIL

SOPs

Documentation

Vendor Liaison

Education

Bachelor’s degree in information technology

Tools

ServiceNow

Intune

Windows Autopilot

Job description

Your Role

Senior Technical Consultant within Tech Bar and Desktop Support operations, responsible for providing Level 1/2 technical support, device provisioning, identity and access management, incident resolution, and hardware and software support across the enterprise environment.

The role supports business continuity by troubleshooting user issues, maintaining hardware infrastructures, coordinating escalations with specialist teams, and creating documentation to improve operational consistency and service delivery.

Responsibilities:

• Provide technical level 1/2 assistance to the users, addressing and troubleshooting the issues related to hardware, software, network, operating systems, VPN, Microsoft365 and many more.
• Communicate effectively with the users to provide any technical guidance of any process and changes within the system, resolve technical issues and elevate the critical matters to the higher-level support as needed.
• Provide hardware infrastructure support across enterprise laptops, workstations, peripherals, meeting rooms, AV technologies, network infrastructures, and printers coordinating technical repairs and vendor engagements.
• Administer identity and access management (IAM) functions including user onboarding/offboarding, Active Directory, set up Multi-Factor Authentication (MFA), ensuring account’s status, and appropriate licenses, groups and birthright access are assigned for the users.
• Monitor device status and user identity details in the cloud platforms like: Azure AD and Intune Cloud, ensuring security, compliance and policy synchronization.
• Conduct automated device provisioning, imaging, and deployment workflows via Windows Autopilot and Intune admin center while deploying to the users ensuring the proper set up and configuration.
• Manage end-to-end incidents and requests lifecycles using enterprise ITSM platforms (ServiceNow), conducting diagnostics, root-cause analysis, and timely resolution to maintain SLA compliance.
• Formulate technical documentation, user guidance, and Standard Operating Procedures (SOPs) to facilitate seamless system upgrades, security updates, and operational handovers.
• Perform continuous asset lifecycle management, maintaining precise registers for device deployments, returns, stock audits, and defective hardware disposals.
• Collaborate with high-level infrastructure, network, and cybersecurity teams to resolve complex technical issues and outages ensuring all the processes and workflows are followed and maintained correctly.

Experience and Qualifications:

• Relevant Qualification: Bachelor’s degree in information technology
• Demonstrated Professional experience 2years + of progressive hands‑on experience in Corporate IT End-user Support, systems administration and technical consulting
• Demonstrated experience with enterprise endpoint management, IAM, and cloud directory services (e.g., Microsoft 365, Microsoft Intune, Azure Active Directory/Entra ID and so on.
• Proven track record in complex technical troubleshooting, hardware/software deployment and management, service desk management, and adhering to ITIL framework standards
• Excellent verbal and written communication skills, with experience developing standard operating procedures (SOPs) Knowledge bases and other technical reference materials
• Strong ability to interface with internal business units, external service providers and cross-functional technology teams during infrastructure or service transitions

What You’ll Love About Working Here

• You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.