Job Description

Just like we want to empower our customers, it\xe2\x80\x99s important at Gen that team members have the support they need to do their best work. This includes flexible working options with generous time off, and competitive
benefits and compensation packages . Diversity, equity, and inclusion are foundational to how we do business, and we strive to create safe, inclusive spaces where all employees are valued, respected, and celebrated for their individual differences and unique perspectives. Employment decisions are based on merit, experience, and business needs. Gen is an equal employment opportunity employer.

About The Role:

The IT Organization enables business units at Gen to improve operational excellence and provide value through secure architecture-driven technology.

The IT Support Specialist will:

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  Be required to work on site and assist on-site and remote users troubleshoot IT issues.
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  Collaborate with cross-functional and global teams.
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  Interact with IT leaders including presenting projects status and results.
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  Help keep the Knowledge Articles updated with latest information.

What You Will Do in This Role:

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  Working with users and responding to IT support requests and issues over chat, call, email, face to face etc.
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  Troubleshooting and analyzing hardware and software technical tickets and requests.
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  Manage Windows and Mac workstation setup for new employees.
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  Manage workstation upgrades and repair for existing employees.
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  Perform remote troubleshooting.
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  Network connection troubleshooting and support.
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  Documenting and updating tickets.
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  Manage and coordinate the escalation, urgent and complicated support issues to the correct IT teams.
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  Analyze performance of Service Desk activities to identify any problem areas.
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  Workload & trending analysis to eliminate inefficiencies, reduce overall ticket count and execution times through automation and process improvement.
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  Collaborate on process and standard operating procedures with IT Managers.
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  Maintain alignment and work with various teams on process changes, documentation, and improvements etc.
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  Leverage available technology to drive increased service availability and provide optimal response to issues and requests reported by users.
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  Familiar with excel, PowerPoint, MS Word applications.
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  PCDepot
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  Help manage and audit inventory.
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  Managing E-waste.

What You\xe2\x80\x99ll Need to be Successful in this Role:

Candidate should have BBA, BCA, MCA or equivalent. Preferred major or areas of study: MIS/Information Systems, Computer Science, or other engineering or equivalent technical degree or course

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  Minimum 4 years work experience as a desktop support engineer or support technician.
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  Work experience with JAMF/Intune or any other endpoint management software.
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  Ability to solve complex hardware and software issues.
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  Overall Networking and Endpoint Hardware knowledge.
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  Strong written & verbal communication.
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  Good interpersonal skills, including collaboration, communication, relationship building.
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  Ability to handle multiple tasks, work effectively within a fast-paced, deadline-driven environment.
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  High flexibility and adaptability to changing requirements.
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  Willingness to work across time-zones, and ready to work across different shifts as needed.

What We Can Offer:

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  An amazing and truly international work environment.
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  The chance to join a major global tech company.
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  Many opportunities for professional growth.

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.


We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
Learn more about pay transparency .


Gen complies with all anti-discrimination laws.


To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.