IT Support Engineer(L1) - Genpact

Key Responsibilities:

1. Incident & SR Management through CRM tool. (Service Now)

2. End User Experience Management. (Interact, meet, and greet professionally along with speedy resolution to their issues and requirements)

3. End Point Readiness. (Imaging, Media Sanitization (Kill Disk, Blanco etc.), Reimaging, QC, Labelling)

4. IMAC Support. (Laptops, CBs, MacBook’s, Desktops, and related peripherals, Print and Scan devices)

5. End Point Support. (Remote and Deskside) (First Level H/W & OS & Application Support). (Laptops, CBs, MacBook’s, Desktops, and related peripherals, Print and Scan devices; Windows & Mac OS ; Standard Applications)

6. End Point Redeployment. (Part Replacement, Unit Replacement, Media Sanitization, QC and reimaging if needed)

7. Vendor Partner Liasoning. (Warranty Coordination & Escalation with OEMs or partners)

8. Scheduled Activities. (Training Rooms checks, VC Rooms Checks, DC Hygiene Activities, others)

9. Metrics and SLA's Awareness.

Qualification & Certifications

Graduate OR 3 Years Diploma in Electronics & Communication or Computer Engg.

1-2 years of experience.

Understanding of ITIL Best Practices.

Good domain knowledge and technical orientation.

Soft Skills:

Customer Service and Problem-Solving attitude.

Good communications skills in English and local Language.

Should be able to deliver on tight timelines.