IT Support Engineer

As an L1.5 IT Support Engineer at Genpact, you will play a crucial role in ensuring smooth IT operations and providing top-notch support to end users. With at least 1 year of experience, you will be responsible for handling incidents and service requests efficiently through the CRM tool ServiceNow, guaranteeing timely resolution and adherence to SLAs. Your end user experience management skills will be put to the test as you offer professional support to end users, promptly addressing IT issues and requests to enhance overall satisfaction. Additionally, you will deliver high-quality IT support to senior executives, leaving a positive impression of IT services through your professionalism and efficiency. Onboarding support is another key aspect of your role, where you will ensure new hires have a seamless experience by issuing IT assets on Day 1 and ensuring workstation readiness. You will also be involved in preparing IT assets through imaging, media sanitization, quality checks, and labeling. Your responsibilities will extend to providing end-to-end support for various devices including laptops, desktops, printers, and scanners. Whether it's remote or deskside support, you will be the go-to person for hardware, operating system, and application support in both Windows and Mac OS environments. Vendor and partner coordination will be essential as you liaise with OEMs and partners for warranty claims and escalations to minimize downtime. Moreover, you will provide 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 that require on-site technical assistance, as well as performing routine checks and maintenance of training rooms, video conferencing rooms, and data center hygiene. Managing the full IT asset lifecycle using HAM Pro will be part of your daily tasks, including receiving, recording, issuing, returning, redeploying, and disposing/donating IT assets while maintaining accurate asset states. Lastly, you will be responsible for monitoring metrics and SLAs to ensure consistent tracking and performance adherence. If you are someone who thrives in a fast-paced IT support environment and enjoys providing exceptional service to end users and senior executives, this role is tailor-made for you. Your attention to detail, problem-solving skills, and ability to work effectively both independently and as part of a team will be key to your success as an L1.5 IT Support Engineer at Genpact.,