Agente L1 para Help Desk

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.

Job Description

Objetivo del Cargo: Agente de Soporte L1.5 / L2 (Vacante Inclusiva para Personas con Discapacidad)

Brindar soporte técnico especializado de segundo nivel, asegurando la atención, análisis y resolución oportuna de incidentes tecnológicos de complejidad media, contribuyendo a la continuidad operativa de los usuarios y al mejoramiento continuo de los servicios de TI. El rol será responsable de validar escalamientos, gestionar accesos y permisos, realizar troubleshooting avanzado de infraestructura y sistemas, así como documentar soluciones y generar conocimiento que fortalezca la capacidad de resolución del equipo de primer nivel.

Responsabilidades Principales

Atender y resolver incidentes técnicos escalados desde el nivel 1, garantizando una atención eficiente y orientada al usuario.

Ejecutar diagnósticos avanzados relacionados con sistemas operativos, conectividad de red, VPN, acceso a aplicaciones y herramientas corporativas.

Gestionar permisos, accesos y configuraciones en plataformas tecnológicas y entornos cloud.

Analizar registros, eventos y logs para identificar causas raíz antes de realizar escalamientos a niveles superiores.

Crear, actualizar y mantener documentación técnica y artículos de la base de conocimiento para promover estrategias de mejora continua y transferencia de conocimiento.

Participar activamente en iniciativas de optimización de procesos y fortalecimiento de la experiencia del usuario final.

Job Description - Grade Specific

Focus on Industrial Operations Engineering. Entry level graduate with limited commercial and technical work experience. Build skills and expertise in a chosen Engineering Discipline. Works to instructions and directions and delivers reliable results. Keen to understand clients business and needs. Solves routine problems. Organises own time with a short time horizon.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.