Onsite Engineer

Capgemini; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Wellbeing program

Disability Confident Employer

Job summary

Capgemini seeks a dedicated onsite IT service desk professional at Heathrow. You will be the first point of contact for customers, resolving incidents to SLA and guiding users through best practices.

You will document knowledge base articles and help manage hardware via CMDB and Active Directory, working with ServiceNow and Intune. Strong communication and calm decision-making are essential to thrive in a busy environment.

Qualifications

• Excellent communication and interpersonal skills with customers and technical teams.
• Ability to work calmly under pressure in a busy environment.
• Understanding of IT hardware and Microsoft Windows OS and 365.
• Interest in automation scripting technologies would be advantageous.

Responsibilities

• First point of contact for customers, delivering high level service onsite at Heathrow.
• Resolve Incidents and Service Requests to SLA using ServiceNow and Intune.
• Provide guidance and create knowledge base articles to reduce repeat issues.
• Manage hardware assets via CMDB and Active Directory.

Skills

Customer service

Communication

Problem solving

IT support

Windows 10/11

Microsoft 365

Active Directory

Intune

ServiceNow

CMDB

Tools

ServiceNow

Intune

CMDB

Active Directory

Job description

About the job you’re consideringYou will be the first point of contact for customers, delivering the highest level of customer service and engagement, and will be pre-empting investigating and resolving Incidents.The role is onsite five days a week on in Heathrow.Your roleFirst point of contact for customers, delivering the highest level of customer service and engagement.Liaising continuously with customers to ensure smooth communication and efficient service whilst resolving customer queries onsite.Providing advice with guidance through user best practices, identifying and mitigating repeatable cases and creating knowledge base articles (KBA’s).Responsibility for resolving Incidents and Service Requests to SLA using tools such as Service Now and Intune.Accurate IT hardware management using a Configuration Management Database (CMDB) and Active Directory (AD).You can bring your whole self to work. At Capgemini building an inclusive future is part of everyday life and will be part of your working reality. We have built a representative and welcoming environment, for everyone.Your skills and experienceExcellent communication and interpersonal skills, with the ability to interact effectively with customers and technical teams at all levels.Ability to work within a busy environment and can work calmly under pressure.Critical thinking and problem-solving skills, with an ability to think outside the box.Working knowledge of Microsoft Windows OS (10 and 11) and Microsoft 365 Office Suite.Understanding of IT hardware, predominately desktops and laptops, but also other mobile technologies; printers; peripherals and network fundamentals.Interest in automation scripting technologies, would be advantageous.We are a Disability Confident EmployerCapgemini 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, andMeet the minimum essential criteria for the role.Please opt in during the application process.Your security clearance and pre-employment checksTo 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.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 unspent criminal record check (known as Disclosure and Barring Service)Make it real – what does it mean for you?Flexibility to work your wayYou will be encouraged to have a positive work-life balance. Our hybrid-first way of working means we embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements.Your wellbeingYou’d be joining an accredited Great Place to work for Wellbeing in 2023. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.Shape your pathYou will be empowered to explore, innovate, and progress. You will benefit from Capgemini’s ‘learning for life’ mindset, meaning you will have countless training and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications from AWS, Microsoft, Harvard ManageMentor, Cybersecurity qualifications and much more.Shared energyYou’ll be bringing your unique skills and perspectives to the team, inspiring and taking inspiration from your teammates as you unlock value in everything you do. You’ll be joining a professional community of experts, who have got your back and will support you, every step of the way.Why should you consider Capgemini?Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.About CapgeminiCapgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of over 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2025 global revenues of €22.5 billion. Make it real | www.capgemini.com