Lead Consultant

Job Description

Ready to build the future with AI

At Genpact, we don&rsquot just keep up with technology&mdashwe set the pace. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos , our industry-first accelerator, is an example of how we&rsquore scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what&rsquos possible, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atand on,,, and.

Inviting applications for the role of Lead Consultant -End User Support Engineer

We are looking for a highly skilled and experienced Lead Consultant - End User Support Engineer to oversee and manage the support operations for end-user computing environments. This role demands strong leadership, technical expertise, and communication skills to ensure seamless IT support services across the organization.

Responsibilities

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Lead and manage the end-user support team, providing guidance and mentoring.

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Oversee the installation, configuration, and troubleshooting of desktops, laptops, mobile devices, printers, and other peripherals.

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Manage incidents, service requests, and escalations in ITSM tools (e.g., ServiceNow).

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Provide advanced support for Windows OS, Microsoft 365, Active Directory, VPN, and network connectivity issues.

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Coordinate with infrastructure, network, and application teams for escalated issues.

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Ensure timely resolution of technical issues to minimize downtime.

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Implement and maintain endpoint management solutions (e.g., SCCM, Intune).

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Maintain asset inventory and software license compliance.

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Drive improvements in end-user experience and satisfaction.

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Participate in IT audits, risk assessments, and compliance-related tasks.

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Create and maintain knowledge base articles and documentation.

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Prepare weekly/monthly performance reports for service delivery reviews.

Qualifications we seek in you

Minimum Qualifications

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Bachelor%27s degree in information technology, Computer Science, or a related field.

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Strong technical knowledge ofWindows 10/11, macOS, Microsoft 365, Outlook, Teams, Active Directory, Group Policy, VPNs, Remote Access Tools (e.g., AnyDesk, RDP), Endpoint security tools (antivirus, DLP, etc.).

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Experience with ITSM tools like ServiceNow, BMC Remedy, or Fresh service.

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Exposure to asset management and compliance tracking.

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Experience with software deployment and patching via SCCM/Intune.

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Excellent problem-solving, documentation, and communication skills.

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Ability to handle pressure and manage priorities effectively.

Preferred Qualifications/ Skills

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ITIL v3/v4 Foundation certification.

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Microsoft certifications (e.g., MD-102, AZ-900).

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Experience in global support environments and working in ITIL-based organizations.

Why join Genpact

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Lead AI-first transformation - Build and scale AI solutions that redefine industries

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Make an impact - Drive change for global enterprises and solve business challenges that matter

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Accelerate your career&mdashGain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills

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Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace

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Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build

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Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let&rsquos build tomorrow together.

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 respect and integrity, customer focus, and innovation.
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 %27starter kit,%27 paying to apply, or purchasing equipment or training.

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