Technical Associate

1 week ago

Jaipur, Rajasthan, India Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Technical 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's. 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's 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's/Down's, 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's. 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.

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