Associate Software Engineer

Capgemini is hiring an Associate Software Engineer for its Noida office to provide Level 1 IT service desk support. The role requires handling technical issues over the phone and chat, maintaining productivity, and ensuring high customer satisfaction.

What you'll do

• Deliver technical support over phone and chat for software, hardware, peripherals, and basic network issues.
• Diagnose and resolve technical issues efficiently aiming for First Call Resolution.
• Handle frustrated or angry callers with patience, empathy, and professionalism.
• Drive Customer Satisfaction by ensuring timely and effective resolution of issues.
• Document all customer interactions and troubleshooting steps accurately in the ticketing system.
• Escalate unresolved issues to higher-level support when necessary following defined protocols.
• Maintain high levels of productivity and adherence to service level agreements.

What they ask for

• Willingness to work in 24x7 Level 1 IT Service Desk role supporting Indian evening and night shifts.
• Ability to multitask and work in a fast-paced environment.
• Willingness to work in night shifts aligned with US time zones.
• Willingness to work in rotational shifts with rotational week offs.
• Familiarity with Windows operating systems installation, updates, and error resolution.
• Knowledge of device drivers and software compatibility.
• Understanding of hardware components and peripheral troubleshooting.
• Knowledge of basic networking including Wi-Fi, LAN, and IP configuration.

Good to have

• Prior experience in a voice-based technical support role

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Technical

1. How would you troubleshoot a Windows computer that fails to connect to the local Wi-Fi network?
2. What steps do you take when a device driver installation fails or causes a system error?
3. How do you check and configure IP settings on a Windows workstation?

Scenario

1. What would you do if a caller is extremely angry about a recurring hardware issue and refuses to follow your troubleshooting steps?
2. How would you handle multiple incoming support chats simultaneously while maintaining your First Call Resolution targets?

HR

1. Are you comfortable working in US night shifts and rotational week offs on a continuous basis?
2. Why do you want to start your career in a technical support and service desk role?

About Capgemini

1. How does Capgemini leverage its global presence and technology expertise to deliver business transformation?

Practice questions written from the job listing, not this company's real interview questions.

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