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IT Support Engineer
4 weeks ago
Title: L2- IT Support Engineer
Client: Genpact
Experience: 3+
Notice Period: Immediate - 15 days
Roles and Responsibilities:
Key Responsibilities:
- Incident & Service Request (SR) Management:
- Efficient handling of incidents and SRs through the CRM tool (ServiceNow), ensuring timely resolution and SLA compliance.
- End User Experience Management:
- Provide professional "meet and greet" support to end users with prompt resolution of IT issues and requests, enhancing overall satisfaction.
- Executive Support & Experience Management:
- Deliver high-quality, priority IT support to senior executives with professionalism and efficiency, leaving a lasting positive impression of IT services.
- Onboarding Support:
- Ensure a "WOW" experience for new hires through Day 1 IT asset issuance and workstation readiness, promoting a smooth onboarding process.
- Endpoint Readiness:
- Prepare IT assets through imaging, media sanitization (using tools like KillDisk, Blancco, etc.), quality checks, and labeling.
- IMAC Support (Install, Move, Add, Change):
- Provide end-to-end support for laptops, Chromebooks, MacBooks, desktops, and peripherals including printers and scanners.
- Endpoint Support (Remote & Deskside):
- Deliver first-level hardware, operating system, and application support for all endpoint devices (Windows & Mac OS environments).
- Endpoint Redeployment:
- Perform part/unit replacements, reimaging, media sanitization, and quality checks for redeployed IT assets.
- Vendor/Partner Coordination:
- Liaise with OEMs and partners for warranty claims and escalations to ensure timely resolution and minimal downtime.
- Data Center (DC) & Telecom Support:
- Provide hands-and-feet support for incidents, service requests, changes, and new infrastructure projects within DC and telecom domains.
- Transition & Infra Project Support:
- Support new transitions and infrastructure deployments requiring on-site technical assistance.
- Scheduled IT Activities:
- Perform routine checks and maintenance of training rooms, video conferencing rooms, and data center hygiene.
- IT Asset Management Support:
- Manage the full IT asset lifecycle using HAM Pro, including receiving, stacking, recording, issuing, returns, redeployment, disposal/donation, and maintaining accurate asset states.
- Metrics & SLA Monitoring:
- Maintain awareness of SLA commitments and critical metrics, ensuring consistent tracking and performance adherence.
