Process Associate

3 weeks ago

Gurugram, 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 Process Associate - Onsite/Floor Support Engineer
In this role, you will be responsible for:
Responsibilities
• Supervise cases in Ticketing tool queues.
• Receive P4 Incidents, Work Orders or “Task Tickets” in Helpmate.
• Look into the reported issue/approved work order 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 to 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
• Transfer and removal of business specific applications and their upgrades.
• 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.
• Activation & de-activation of Data & Voice ports and troubleshooting any port related issues
• Physically assist in moving and racking/stacking equipment
• Capturing Sniffer and Ethereal / Wireshark log
• Physical support for Decommissioning and troubleshooting of Voice devices/Voice Gateways/Circuit packs and Phones
• Maintaining CMDB of phones installed on floor.
• Tracing and laying new cable in DC and MUX room, Cable dressing and ensuring sustenance of same in Hub rooms
Qualifications we seek in you
Minimum Qualifications
• Diploma 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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