Job Description

With a startup spirit and 115,000+curious and courageous minds, we have the expertise to go deep with the world\xe2\x80\x99s biggest brands\xe2\x80\x94and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We\xe2\x80\x99re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we\xe2\x80\x99re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.
Inviting applications for the role of Process Developer \xe2\x80\x93 Onsite Support

Responsibilities

• Monitor cases in Ticketing tool queues.
• Receive P4 Incidents, Work Orders or \xe2\x80\x9cTask Tickets\xe2\x80\x9d in Helpmate.
• Acknowledge and reach out to requester.
• Look into the reported issue/approved work order and address it within agreed SLA\xe2\x80\x99s.
• Update Log notes in ticketing tool.
• Resolve ticket after selecting relevant resolution categories in ticketing tool.
• Incidents and work orders might involve:
• 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, MFPs, and mobile devices like iPads etc.
• Installation, Transfer and removal of business specific applications and their upgrades.
• Support New Transitions, Ramp Up\xe2\x80\x99s/Down\xe2\x80\x99s, Business migrations/Site Consolidations Projects.
• Support Infra Projects (Refresh/Upgradations/Migrations/New Technology Rollout)
• Knowledge of Media disposal tools like Kill Disk/Eraser/Degausser.
• Provide Hands and Feet support to other IT Teams for any scheduled activities.
• Coordination with Vendor Partner for any issues for warranty and other escalations.
• Activation & de-activation of Data & Voice ports and troubleshooting any port related issues

Qualifications we seek in you!
Minimum qualifications

• 3 Years Degree /Diploma in Electronics & Telecommunication/Computer Engineering or relevant experience in supporting end users
• ITIL Version 3 or 4 foundation Trained/Certified.
• Strong domain knowledge and technical orientation.
• Knowledge of network and server devices

Preferred Skills:

• Good communication skills
• Should understand below Technical Skills:

o Basic Networking
o Win NT/2000
o MS Office 2010, 2016, O-365
o IE6 & IE8
o OS - WinXP, Win7, Win 10
o Outlook 2010, 2016
o PC/Laptop/Handheld/Printers

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to building a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube

Genpact