L2 Workplace Support Technician

Position Description

Job Role and Responsibilities

• Support technical incidents on Microsoft 365, workstation, SharePoint, devices and platform services and other core business applications and system.
• Manage service requests, perform installation/uninstallation of customer approved software in the workstation.
• Initiate service orders to technicians on site.
• Perform major incident management based on agreed processes.
• Identify, analyze, troubleshoot and address emerging problems.
• Actively work to develop the production environment and service delivery. Receive and implement changes in customers' production environments according to the change process.
• Use remote control tools, knowledge management tools to increase solution rate. Keep clients informed on incident progress and continuously document progress of ticket solving in the service management system.
• Use CGI´s internal knowledge management tool and facilities under given rules, guidelines and processes. Create and update knowledge base articles used by the delivery for all streamlines, for process alignment and effectiveness. Independently, or in consultation with the coordinators, under the given economic framework, make relevant decisions needed to maintain the right service quality.
• Contribute proactively on shift-left opportunities. Streamline, innovate and automate for better delivery of service or existing contract.
• Participate in operational meetings, process and quality improvements, internal, stakeholders and client collaborations actively.
  
  

Your future duties and responsibilities

Required Qualifications To Be Successful In This Role

Educational Requirements

• At least 2 years of college education in IT or equivalent
  
  

Experience

• 2 years experiences of Technical Service Desk Support
  
  

Knowledge and Skills

• Deep knowledge of Microsoft Windows client operating systems
• Strong troubleshooting skills to diagnose, mitigate and resolve technical issues
• Knowledge of Active Directory
• Knowledge in M365
• Knowledge in SCCM
• Knowledge in Azure AD
• Knowledge in Intune
• Knowledge in Mac and iOS
  
  

Others

• Ability to quickly find different solutions to problems and challenges
• Ability to prioritize
• Service-oriented
• Ability to take initiative
• Works under pressure
• Ability to works with less supervision
• Flexible
  
  

Only Candidates' Applications Meeting Minimum Qualifications Will Be Processed.

Successful candidates will enjoy these benefits when they join CGI:

• Career Development
• Multicultural Interaction
• Hybrid Work Setup
• Laundry Allowance
• Rice Subsidy Allowance
• Uniform Allowance
• Share Purchase Plan (SPP)
• Profit Participation Plan (PPP)
• Provident Fund
• Leave Entitlements
• HMO Coverage (upon hire)
• Extended HMO Coverage
• Group Life Insurance
• Health and Wellness Program
• Member Referral Program
• Special Meal Allowance
• Member Assistance Program (MAP)
• Corporate Social Responsibility Program
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.