Service Desk Tier 2 - POS - L2 Support Canada (French) L2
Location
Bangalore | India
Job description
Position Description
Company Profile:
At CGI, we're a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve. At CGI, we're a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.
Job Title: Service Desk Engineer
Position: Systems Engineer
Experience: 5 - 7 yrs
Category: IT Infrastructure
Main location: Bangalore
Position ID: J0823-0570
Employment Type: Full Time
Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
Responsibilities:
Help Desk or PC related work experience
- Experience in Windows System, Retail, of the shelf Retail Applications, PoS based
- Successfully met all Level-2 EPOS Technician performance accountability objectives.
- Proven expertise and efficiency in support of Radiant and VeriFone POS systems.
- General knowledge of Retail Domain business and applications
- Strong understanding of store systems and operations environments.
- In-depth knowledge of Help Desk Functions, process and procedures and quality of service measurement.
- Excellent process flow modeling and documentation skills.
- Knowledge of problem tracking and other Help Desk tools.
- Good analytical and problem resolution skills, verbal and written communication skills, organizational and time management skills, customer service and interpersonal skills, and customer focus.
Key Responsibilities - Receives and resolves dispatched problem tickets from Level-1 EPOS Technicians.
- Provides assistance/coaching to Level-1 EPOS Technicians when needed.
- Provides timely support to onsite technicians at store locations.
- Analyzes and attempts to resolve issues without further escalation.
- Properly updates the corresponding problem ticket and either escalates the ticket further, or updates the resolution information and resolving Tasks/Incidents within targeted SLAs.
- Performs root-cause analysis using detailed analysis of reported, persistent problems, and work closely with Retail Systems in order to proactively eliminate problems before they occur.
- Works with Retail Systems and other departments as directed, to support related projects and activities.
- Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the EPOS Support level.
Prerequisites:
ITIL foundation certified.
Preferred:
Certification in Microsoft 365, desktop operating systems, Active Directory, and/or Computer networks.
Work Environment: 24X7 operation, late night work.
CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.
Your future duties and responsibilities
Required Qualifications To Be Successful In This Role Insights you can act on While technology is at the heart of our clients' digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees 'members' because they are CGI shareholders and owners, and, as owners, we enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today—one of the world's largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where everyone belongs, and we collaborate with clients in building more inclusive communities. As an equal opportunity employer, we empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story Join CGI—where your ideas and actions make a difference.
Service Desk Tier 2 - POS - L2 Support Canada (French) L2
Job Description JOB REQUIREMENTS
- Support in French language and as needed in English
- Help Desk or PC related work experience
- Experience in Windows System, Retail, of the shelf Retail Applications, PoS based
- Successfully met all Level-2 EPOS Technician performance accountability objectives.
- Proven expertise and efficiency in support of Radiant and VeriFone POS systems.
- General knowledge of Retail Domain business and applications
- Strong understanding of store systems and operations environments.
- In-depth knowledge of Help Desk Functions, process and procedures and quality of service measurement.
- Excellent process flow modeling and documentation skills.
- Knowledge of problem tracking and other Help Desk tools.
- Good analytical and problem resolution skills, verbal and written communication skills, organizational and time management skills, customer service and interpersonal skills, and customer focus.
Key Responsibilities - Receives and resolves dispatched problem tickets from Level-2 EPOS Technicians.
- Provides assistance/coaching to Level-1 EPOS Technicians when needed.
- Provides timely support to onsite technicians at store locations.
- Analyzes and attempts to resolve issues without further escalation.
- Properly updates the corresponding problem ticket and either escalates the ticket further, or updates the resolution information and resolving Tasks/Incidents within targeted SLAs.
- Performs root-cause analysis using detailed analysis of reported, persistent problems, and work closely with Retail Systems in order to proactively eliminate problems before they occur.
- Works with Retail Systems and other departments as directed, to support related projects and activities.
- Works with the Training Lead to identify, create, and test new knowledge resources with the intent to improve first call resolution at the EPOS Support level.
- Work as a second line remote desktop support for in-house and external clients
- Accept incoming tickets within the response SLA
- Diagnose and provide proper technical resolution to operating system, software and application related issues
- Technically escalate the tickets which requires further investigation to the third line support teams
- Work effectively to update the knowledge base with known errors/workarounds.
- Closely monitor the recurrence of incidents and raise problem tickets as necessary
- Update the tickets promptly on a regular basis
- Identify and escalate situations requiring urgent attention
Prerequisites:
ITIL foundation certified.
Preferred:
Certification in Microsoft 365, desktop operating systems, Active Directory, and/or Computer networks.
Work Environment: 24X7 operation, late night work.
Location: Bangalore
Your future duties and responsibilities
Required Qualifications To Be Successful In This Role Allier savoir et faire Alors que la technologie s'inscrit au cœur de la transformation numérique de nos clients, nous savons que les individus sont au cœur du succès en affaires.
Lorsque vous rejoignez CGI, vous devenez un conseiller de confiance, collaborant avec vos collègues et clients pour proposer des idées exploitables qui produisent des résultats concrets et durables. Nous appelons nos employés 'membres' parce qu'ils sont actionnaires et propriétaires de CGI. Ils ont du plaisir à travailler et à grandir ensemble pour bâtir une entreprise dont nous sommes fiers. C'est notre rêve depuis 1976. Il nous a menés là où nous sommes aujourd'hui – l'une des plus importantes entreprises indépendantes de conseil en technologie de l'information (TI) et en management au monde.
Chez CGI, nous reconnaissons la richesse que la diversité nous apporte. Nous aspirons à créer une culture à laquelle nous appartenons tous et collaborons avec nos clients pour créer des communautés plus inclusives. En tant qu'employeur qui prône l'égalité des chances pour tous, nous voulons donner à tous nos membres les moyens de réussir et de s'épanouir. Si vous avez besoin d'un accompagnement spécifique durant le processus de recrutement et d'intégration, veuillez nous en informer. Nous serons heureux de vous aider.
Prêt à faire partie d'une entreprise qui est gage d'excellence Rejoignez CGI – où vos idées et vos actions changent la donne.
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