Technical Associate IT support

5 days ago

Hyderabad, India Genpact Full time

Job Description

We are inviting applications for the role of Technical Associate- IT support (Helpdesk) Engineer

We are seeking a proactive IT Support Engineer (L1 / L1.5) to provide remote technical support for desktops, laptops, and basic IT Infrastructure. The role involves troubleshooting, hardware/software maintenance, and ensuring timely resolution of IT issues. The ideal candidate should be customer-oriented, possess strong problem-solving skills, and contribute to continuous service improvement and knowledge management.

Responsibilities

.Provide remote IT support for desktops, laptops, and mobile devices.

.Deliver technical guidance to users and management.

.Perform hardware/software troubleshooting, installation, and maintenance.

.Participate in operations-led IT projects.

.Develop, document, and enforce desktop/server procedures.

.Stay updated with PC-LAN technologies.

.Execute and monitor backup procedures.

.Identify and recommend service/process improvements.

.Log and track incidents, requests, and tasks using Service Desk tools.

.Contribute to achieving departmental KPIs.

.Perform basic troubleshooting of Organization's applications.

.Proving help in On-boarding new users and configure access.

Qualifications we seek in you

Minimum qualifications

.Minimum qualifications: B-Tech/BCA/BSc-IT or any equivalent graduation degree.

Preferred qualifications/skill

.Proficiency in PC hardware, peripherals, and network components

.Strong knowledge of Microsoft desktop/server operating systems

.Experience in troubleshooting and resolving Level 1 IT issues

.Ability to use and create technical documentation

.Strong communication and teamwork skills

.Analytical thinker with sound judgment

.Prior experience in IT Service Desk / Remote IT Support

.Familiarity with ITIL processes and Service Desk tools (e.g., ServiceNow, Remedy, JIRA)

.Understanding of backup and recovery procedures

.Focus on resolving issues at L1/L1.5 level to reduce L2/L3 workload

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