IT Support Engineer L2

As an L2 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 compliance with SLAs. You will provide professional support to end users, addressing IT issues promptly to enhance overall satisfaction. Additionally, you will deliver high-quality IT support to senior executives, creating a positive impression of IT services. Your role will involve ensuring a seamless onboarding experience for new hires by issuing IT assets and ensuring workstation readiness on Day 1. You will be responsible for preparing IT assets through imaging, media sanitization, quality checks, and labeling. Providing end-to-end support for laptops, desktops, peripherals, and endpoint devices in both Windows and Mac OS environments will also be a part of your responsibilities. You will handle part/unit replacements, reimaging, media sanitization, and quality checks for redeployed IT assets. Additionally, you will coordinate with OEMs and partners for warranty claims and escalations to minimize downtime. Your tasks will include providing support for incidents, service requests, changes, and new infrastructure projects within data center and telecom domains. As an L2 IT Support Engineer, you will support new transitions and infrastructure deployments that require on-site technical assistance. You will also be responsible for performing routine maintenance of training rooms, video conferencing rooms, and ensuring data center hygiene. Managing the full IT asset lifecycle using HAM Pro, including receiving, stacking, recording, issuing, returns, redeployment, disposal/donation, and maintaining accurate asset states will be a part of your role. You will be expected to maintain awareness of SLA commitments and critical metrics, ensuring consistent tracking and performance adherence. Your role will play a crucial part in ensuring the smooth functioning of IT operations and delivering exceptional support to end users and senior executives.,