Associate Software Engineer

Location

This role is an onsite opportunity based in Tampa, FL 

About the job you're considering

At Capgemini, you will collaborate with cross-functional teams to deliver innovative technology solutions that drive business value and enhance client experiences. You will contribute to the design, development, and continuous improvement of scalable, high-quality solutions in a dynamic and collaborative environment.

Role Overview

We are looking for a Level 1 Service Desk Analyst to provide technical support to retail business customers in a fast-paced B2B environment. The role involves handling a high volume of inbound support calls, troubleshooting IT issues, and ensuring timely resolution or escalation of incidents while delivering excellent customer service.

Key Responsibilities

• Provide Level 1 technical support to retail customers via phone, email, and ticketing systems.
• Handle back-to-back inbound support calls throughout the shift.
• Log, track, and manage incidents and service requests in accordance with defined SLAs.
• Troubleshoot common hardware, software, network, and access-related issues.
• Escalate unresolved incidents to appropriate support teams.
• Follow ITIL-based incident, request, and problem management processes.
• Maintain accurate documentation of customer interactions and resolutions.
• Deliver a high level of customer satisfaction through professional communication and support.

Required Skills

• 1 to 3 years of experience in a Service Desk, Help Desk, or Technical Support role.
• Experience supporting customers in a B2B environment.
• Strong verbal and written communication skills.
• Knowledge of Windows operating systems, Microsoft Office applications, and basic networking concepts.
• Familiarity with ticketing tools and service management platforms.
• Understanding of ITIL processes; ITIL v4 certification/knowledge preferred.
• Ability to work in rotational shifts and a high-call-volume environment.