Associate Software Engineer

This role is an onsite opportunity based in Tampa FL

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.

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.

• 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.

• 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.