About the Company
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, driven by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering, and platforms.
Job Description
We are seeking a highly motivated and customer-focused individual to join our team as a Google Technical Support – Level 1 IT Specialist. This is a 100% remote position, offering the flexibility to work from anywhere in the UK. In this role, you will be the first point of contact for users experiencing technical issues related to Google products and services, providing exceptional support and ensuring a smooth resolution. You will be instrumental in diagnosing problems, guiding users through solutions, and escalating complex issues to higher-level support teams when necessary. If you have a passion for technology, excellent communication skills, and a desire to help others, we encourage you to apply.
Key Responsibilities
- Provide first-line technical support for Google products and services via phone, email, and chat.
- Diagnose and resolve hardware and software issues efficiently.
- Guide users through troubleshooting steps and provide clear, concise solutions.
- Document all support interactions, resolutions, and escalations accurately.
- Escalate complex or unresolved issues to Level 2/3 support teams.
- Maintain up-to-date knowledge of Google products, services, and support procedures.
- Adhere to service level agreements (SLAs) and deliver high customer satisfaction.
- Contribute to the knowledge base with new solutions and common troubleshooting steps.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong problem-solving and analytical abilities.
- Proficiency with Google Workspace (Gmail, Docs, Drive, Calendar, Meet).
- Basic understanding of operating systems (Windows, macOS, Chrome OS).
- Ability to work independently and as part of a remote team.
- Customer-centric approach with a patient and empathetic demeanor.
Preferred Qualifications
- Previous experience in a technical support or customer service role (1-2 years preferred).
- Familiarity with IT Service Management (ITSM) tools (e.g., ServiceNow, Jira Service Desk).
- Basic networking knowledge (TCP/IP, DNS).
- Relevant IT certifications (e.g., Google IT Support Professional Certificate).
- Experience supporting mobile devices (Android, iOS).
Perks & Benefits
- 100% remote work flexibility.
- Competitive salary and comprehensive benefits package.
- Opportunities for professional development and career growth.
- Access to cutting-edge tools and technologies.
- A supportive and collaborative team environment.
- Employee assistance program.
- Generous holiday allowance.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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