IT Support Engineer (L1)

Title: L1- IT Support Engineer

Client: Genpact

Experience: 2-3+

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.