Walk-in | Technical Support Executive

Capgemini; Dadri, New Delhi, Gurugram District; Hybrid; INR 320,000 - 520,000; Full time

Job summary

Capgemini in Noida, India, is seeking a 24x7 Level 1 IT Service Desk professional to deliver technical support via phone and chat for software, hardware, and basic networking issues. The role focuses on achieving First Call Resolution and high CSAT, with night shifts aligned to US time zones and rotational weeks.

The ideal candidate will have excellent verbal communication, solid interpersonal skills, and knowledge of Windows OS, drivers, and hardware.

Qualifications

• Excellent verbal communication with a neutral accent.
• Strong interpersonal skills to manage difficult conversations and de-escalate tense situations.
• Knowledge of Windows OS, drivers and hardware.
• Basic networking knowledge (Wi-Fi, LAN, IP configuration).
• Experience in voice-based technical support is preferred.

Responsibilities

• Provide technical support over phone/chat for software, hardware and basic network issues.
• Diagnose and resolve issues to achieve First Call Resolution (FCR).
• Handle frustrated or angry callers with patience and professionalism.
• Drive CSAT by ensuring timely and effective resolutions.
• Document all interactions and troubleshooting steps in the ticketing system.
• Escalate unresolved issues per defined protocols.
• Maintain high levels of productivity and adhere to SLAs.

Skills

Verbal communication

Interpersonal skills

Multitasking

Night shifts

Rotational shifts

Voice support experience

Tools

Windows OS

Device drivers

Hardware troubleshooting

Basic networking

Job description

Key Responsibilities

• Deliver technical support over the phone/chat for software (Windows OS, drivers), hardware, peripherals (printers, scanners, etc.), and basic network issues.
• Diagnose and resolve technical issues efficiently, aiming for First Call Resolution (FCR).
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• Drive Customer Satisfaction (CSAT) by ensuring timely and effective resolution of issues.
• Document all customer interactions and troubleshooting steps accurately in the ticketing system.
• Escalate unresolved issues to higher-level support when necessary, following defined protocols.
• Maintain high levels of productivity and adherence to service level agreements (SLAs).

Required Skills & Qualifications

• Excellent verbal communication skills with a neutral accent and active listening abilities.
• Strong interpersonal skills to manage difficult conversations and de-escalate tense situations.
• Basic to intermediate knowledge of:
• Windows operating systems (installation, updates, error resolution)
• Device drivers and software compatibility
• Hardware components and peripheral troubleshooting
• Basic networking (Wi‑Fi, LAN, IP configuration)
• Ability to multitask and work in a fast‑paced environment.
• Prior experience in a voice‑based technical support role is preferred.
• Willingness to work in night shifts aligned with US time zones.
• Willingness to work in rotational shifts with rotational week offs.

Important Information

• This is a 24x7 Level 1 IT Service Desk role.
• The role primarily supports Indian evening and night shifts.
• The work location is Noida.