Genpact is a professional services firm that creates lasting, impactful transformation. With a startup spirit and 95,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling upon motivated and passionate individuals to drive real world impact for some of the world’s biggest brands. Come, join us in our relentless pursuit of a world that works better for people.

Deskside Support Technician

Desktop Support Technician role is to provide a single point of contact for local office end users to receive support and maintenance within the organization's desktop and laptop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure efficient workstation performance. The person will also solve problem areas (in person) in a timely and accurate fashion and provide end-user assistance where required.

Responsibilities:

• Assisting end users on issues in a timely fashion by creating Incident ticket in ServiceNow and if all techs are busy, the technician enters customer in the queuing system
• Monitoring queues for incidents or requests that require resolution.
• Escalate to L3 team /Vendors in case assistance is required to resolve any issue.
• Prioritizing work based on the impact and urgency of the ticket
• Resolution of Incidents within described SLA timelines as agreed for site support services
• Track ageing and open tickets and service requests. For open tickets requiring spares and accessories and work closely with asset management team in coordinating them.
• Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal (Kill Disks/Degauss)
• Ticket lifecycle management not limited to documenting work notes, attaching relevant knowledge and detailing incident resolution.
• Isolate system issues; diagnose standard software issues & report hardware issues to respective Vendors.
• Fulfilment of Service Requests where necessary
• Track and report status of IMAC requests. Verify completion of IMACs
• Enable end user / equipment Installs, Moves, and changes (IMAC) Requests.
• Install new or enhanced functions or features: hardware, software, peripherals and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations)
• Proactive and regular checks for assets installed in meeting rooms from readiness perspective.
• Assist L3 team in various testing being carried out.
• User Data Transfer on need basis
• Providing information/advice to end‐user on usage of Client tools
• Creation and modification of knowledge articles on issues which have been resolved
• New end user on-boarding hardware setup.
• Remove virus from respective desktop / laptop with the antivirus software as per the mentorship from Client central security team
• Installation / configuration/ Troubleshooting of e-mail clients
• Hardware support to desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners. Mobile devices and Multi-Function Devices.
• Fulfilment of software installations/changes that cannot be automated for remote install
• Hardware imaging, deployment, and repair management services.
• OS & Standard Software Support on desktops. (Core load, Windows 10, Mac OS). Installation and first level support on business specific applications, installing application and upgrades
• When de-installing equipment, de-tag equipment, erase and dispose of data and information residing on hard drives, strip for disposal, update in the asset tracking system that the equipment has been de-installed and disposed of, and prepare the equipment to the vital 3rd party for collection and disposal.
• Follow-up with 3rd party on hardware device replacement where needed
• Steady State Asset Refresh (Does not include project activity of bulk device replacement)
• Image backup of assets for terminated users
• Assist asset management team in sharing the IMAC’s for new installations, movement on floors and carrying out physical verification activities.
• Replacement of consumables for network printers and reporting issues to the appropriate vendor.
• Assist in various customers, internal and external audits
• VIP Support (“white glove” service)
• Web Meeting support for end user having start up issues and troubleshooting commonly known issues)
• End user training and support of key collaboration technologies
• Escort third party vendors visiting Client for IT related support activity within Client office
• New Switch/Module physical replacement assistance within Client Datacenter based on clearly defined instructions of level 3 infrastructure team
• Assist in activity for data/voice Port Deactivation Cases based on clearly defined SOP provided by Level 3 infrastructure team
• Moving or securing network cables within the office environment
• Assist the Level 3 infrastructure team in physical server refreshes and reboots of devices using standard operating procedure document
• Inventory management and labelling of devices within Client office environment
• Handling shipping and receiving requests for movement of end devices within Client office
• Provide support to VIP users that includes:
• Manage Backup of Mac and Windows laptops for VIP Population as per Client process.

Qualifications:

• Should have 2-4 years’ experience as deskside / Onsite Support / Local IT engineer
• Must have knowledge of commonly used end user software’s and a solid understanding of hardware products and accessories
• Experience configuring workstations to include but not limited to profile information, printers, dual monitors etc.
• Good experience in providing hands and feet support for network and datacenter devices
• Solid understanding on hardware, software, and networking concepts
• Strong customer service skill

For more information, visit https://www.livehire.com/careers/genpact/jobs