2nd Line Support Engineer

About the role

Capgemini is looking for a Remote Second Line Support Engineer to join its growing End User Services UK department. You will work on high‑profile client environments, providing incident resolution, contributing to service improvement initiatives and supporting hybrid working arrangements.

Key responsibilities

• Handle 2nd‑line desktop incidents and issues across the desktop offering.
• Collaborate with the Service Desk and Subject Matter Experts to promote shift‑left and knowledge growth.
• Contact end users directly to resolve issues and provide guidance.
• Manage tickets in ServiceNow, ensuring high‑quality updates and timely resolution.
• Tri­age ticket quality and identify improvement opportunities.
• Contribute to continuous improvement of end‑user services.

Required profile

• Proven experience supporting end‑user environments.
• High attention to detail and commitment to quality.
• Experience resolving tickets remotely with direct customer interaction.
• Understanding of cloud/SaaS technologies and end‑user experience concepts.

Required skills

• Knowledge of cloud/SaaS platforms (Microsoft Intune desirable).
• Proficiency with ServiceNow ticketing system.

What we offer

• Hybrid working model – three days in the office, the rest remote.
• Inclusive and supportive workplace culture.
• Opportunities for professional development and service‑improvement projects.