Job
Description
As an L1.5 IT Support Engineer at Genpact, you will be responsible for efficiently managing incidents and service requests through the CRM tool (ServiceNow) to ensure timely resolution and SLA compliance. You will provide professional support to end users, including senior executives, to enhance overall satisfaction with IT services. Additionally, you will deliver high-quality IT support to senior executives, promoting a positive impression of IT services. Your role will involve ensuring a seamless onboarding experience for new hires by issuing IT assets and preparing workstations on Day 1. You will be responsible for endpoint readiness, including imaging, media sanitization, quality checks, and labeling of IT assets. Furthermore, you will provide end-to-end support for laptops, desktops, peripherals, and other endpoint devices in both Windows and Mac OS environments. As part of your responsibilities, you will also handle IMAC support (Install, Move, Add, Change) for various devices, as well as perform endpoint redeployment tasks such as part/unit replacements, reimaging, and quality checks. In addition, you will coordinate with vendors and partners for warranty claims and escalations to minimize downtime. You will provide hands-and-feet support for incidents, service requests, changes, and new infrastructure projects within data center and telecom domains. Your role will also involve supporting new transitions and infrastructure deployments requiring on-site technical assistance. Additionally, you will perform routine maintenance of training rooms, video conferencing rooms, and data center hygiene. In this position, you will be responsible for managing the full IT asset lifecycle using HAM Pro, including receiving, stacking, recording, issuing, returns, redeployment, disposal/donation, and maintaining accurate asset states. You will also be required to monitor metrics and SLAs to ensure consistent tracking and performance adherence throughout your tasks and responsibilities.,
