About the Company
Capgemini UK is a global leader in consulting, digital transformation, technology and engineering services. We are at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. We are a multicultural company of 300,000 team members in over 50 countries, and we pride ourselves on a culture of inclusivity and continuous learning. Join us in Ashford, Kent, where innovation meets opportunity.
Job Description
We are seeking a highly skilled and experienced Technical Support Engineer (Tier 3) to join our dynamic team. This is a critical role responsible for providing advanced technical support for our complex enterprise solutions, ensuring high availability and performance for our clients. As a Tier 3 Engineer, you will be the escalation point for the most challenging technical issues, working closely with various internal teams, including development, product management, and quality assurance. This position offers sponsorship support for eligible candidates.
Key Responsibilities
- Diagnose, troubleshoot, and resolve complex technical issues escalated from Tier 1 and Tier 2 support, focusing on root cause analysis.
- Provide expert-level support for critical systems, applications, and infrastructure components.
- Collaborate with engineering and development teams to identify and implement bug fixes, enhancements, and long-term solutions.
- Develop, maintain, and update comprehensive knowledge base articles, runbooks, and troubleshooting guides.
- Act as a subject matter expert, mentoring and training junior support engineers.
- Participate in on-call rotations to provide 24/7 support for high-priority incidents.
- Proactively identify trends and potential issues to prevent future incidents.
- Manage and prioritize multiple concurrent issues effectively, ensuring timely resolution and communication.
Required Skills
- Minimum of 4 years of experience in a Tier 3 technical support role within an enterprise environment.
- Profound expertise in operating systems, including Windows Server and various Linux distributions.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs, Firewalls) and troubleshooting tools.
- Solid experience with database management systems (e.g., SQL Server, Oracle, MySQL) and query optimization.
- Proven ability to troubleshoot complex software, hardware, and integration issues across diverse platforms.
- Exceptional problem-solving and analytical skills, with a methodical approach to issue resolution.
- Excellent written and verbal communication skills, capable of explaining complex technical issues to both technical and non-technical audiences.
- Demonstrated ability to work independently and as part of a collaborative team.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Industry certifications such as ITIL, MCSA, MCSE, RHCE, CCNA, or equivalent.
- Experience with cloud platforms like AWS, Microsoft Azure, or Google Cloud Platform.
- Proficiency in scripting languages (e.g., Python, PowerShell, Bash) for automation and troubleshooting.
- Previous experience in a global support environment or with distributed systems.
- Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).
Perks & Benefits
- Competitive annual salary.
- Comprehensive health and dental insurance plans.
- Generous holiday allowance and flexible working options.
- Defined contribution pension scheme.
- Extensive professional development and training opportunities, including certifications.
- Employee assistance program and well-being initiatives.
- Opportunity for career growth within a global organization.
- Relocation assistance and visa sponsorship for eligible candidates.
- Access to a vibrant and inclusive company culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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