IT Support Engineer

3 weeks ago

Mumbai, Maharashtra, India TECEZE Full time

Title: L2- IT Support Engineer

Client: Genpact

Experience: 3+

Notice Period: Immediate - 15 days

Roles and Responsibilities:

Key Responsibilities:

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

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