Job Description

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world\xe2\x80\x99s biggest brands\xe2\x80\x94and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We\xe2\x80\x99re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we\xe2\x80\x99re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Process Associate - Onsite Support Engineer

Responsibilities

• Supervise cases in ticketing tool queues.
• Receive P4 Incidents, Service Requests in ticketing tool.
• Look into the reported issue/approved tickets and address it within agreed SLA\xe2\x80\x99s.
• Resolve & update ticket after selecting relevant resolution.
• Troubleshooting issues related to Hardware, OS, Standard Office Suite, and Browsers.
• Hardware support to Desktops, Laptops, Thin Clients. First level support for Printers, Scanners and Multi-Function Devices.
• Installations, Movement, Transfer, surrender of Desktops/Laptops/Thin Client, Printers, Scanners, MFP\xe2\x80\x99s and mobile devices like iPads and of end points to be done as per organization Hardening guidelines through MDT setup.
• Support New Transitions, Ramp Up\xe2\x80\x99s/Down\xe2\x80\x99s, Business migrations/Site Consolidations Projects.
• Knowledge of Media disposal tools like Kill Disk/Eraser/Degausser.
• Installation, solving problems of equipment in data center, MUX and Hub room.
• Maintain Physical CMDB/U level diagram, DC layout for all installed devices inside DC & Hub rooms.
• Change management process awareness and ensure it is followed for all infra changes.
• Support in activation & de-activation of Data & Voice ports to central teams and troubleshooting any port related issues.
• Physical assistance in moving and racking/stacking equipment\xe2\x80\x99s.
• Log capturing and sharing with central teams.
• Physical support for decommissioning and troubleshooting of voice devices/voice gateways/circuit packs and phones.
• Maintaining CMDB of all devices installed on floor.
• Tracing and laying new cable in DC and MUX room, cable dressing & labelling and ensuring sustenance of same in DC/Hub rooms.

Qualifications we seek in you!
Minimum Qualifications

• Graduation in Electronics & Telecommunication/Computer Engineering or above meaningful experience in supporting end users, providing Hands and Feet support for Data Centers/Hub Rooms and Telecom Infra in ITES/BPO Industry.
• ITIL Version 3 or 4 foundation Trained/Certified.

Preferred Qualifications/ Skills

• Customer Service and Problem-Solving Skills.
• Good communications skills in English and local Language.
• Should be able to deliver on timelines.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a \'starter kit,\' paying to apply, or purchasing equipment or training.

Genpact