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Technical Associate - L1/L2 Support

0 years

3 - 5 Lacs

noida

Posted:3 hours ago| Platform: GlassDoor logo

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Skills Required

support ai scaling technology cutting data communication documentation writing resolve service management itil excel pivot sql tableau etl alteryx aws spectrum networks triage empathy slack training testing networking logical analyze network engineering certifications drive governance transparency security integrity purchasing kit

Work Mode

On-site

Job Type

Full Time

Job Description

Ready to build the future with AI?
At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
AI.
Inviting applications for the role of Technical Associate - L1/L2 Support
  • Should have excellent written/ verbal communication skills (English business communication).
  • Excellent email etiquettes & documentation writing skills
  • Should have experience of working with users outside India
  • Ability to adapt & implement technical/process level changes.
  • Should have excellent problem-solving capability and technical aptitude to resolve incidents.
  • Should have worked on Service Now or similar ticketing system
  • Eye for detail and good business acumen.
  • Understanding of L1/L2 Support Operations
  • Comprehend the issue, search on Knowledge Management Tool, and communicate/narrate effectively.
  • Client centric mindset and passionate about client satisfaction; goes extra mile to attain customer delight. Is able to maintain and achieve highest Quality standards in Support Operations.
  • Working knowledge of Incident & Request Management, should understand ITIL framework and related processes
  • Flexible with rotational shifts and open to work in 24X7 Support Operations.
  • Intermediate skills in Microsoft excel skills; complex formulas, pivot tables and look ups etc.
  • Understanding of RDBMS concepts, SQL knowledge and is able to construct basic SQL queries.
  • Exposure to Tableau visualizations and administration would be considered a plus
  • Understanding of ETL tools like Alteryx would be plus
  • Knowledge on AWS fundamentals would be a plus
  • Must be hands on with strong interest and familiarity on broad spectrum of technologies like Windows OS, networks, application servers, databases
Responsibilities
As part of the Level 1 Support team, candidate will be required to
  • Should be able to grasp the product knowledge and work in rotational shifts
  • First point of contact for customer emails & cases generated by clients/case teams related to the supported applications
  • Request and Incident Management – Triage incoming requests and assign to relevant Support Levels utilizing the documentations. Ensure that all requests and incidents are responded within the time specified by the Service Level Agreements.
  • Document & add new issues/solutions to Knowledge Management Repository.
  • Use of soft skills - Listening, Empathy, Courtesy, Client Centricity etc.
  • Utilize professional techniques to retain & for customer delight
  • Provide quality service & resolve concerns efficiently & effectively
  • Interact extensively (verbal & written) with global teams & users via emails/Slack/Call
  • Take part in knowledge training sessions and collaborate & communicate proactively
  • Perform Data Modelling, Transformation, and validation with high quality output
  • Understand the product/s to effectively troubleshoot incidents.
  • Proactively identify opportunities for improvement and work with the Team to implement them.
  • Perform UAT testing for the products and raise bugs to the product teams via set channels
Qualifications we seek in you!
Minimum Qualifications
  • Understanding of Networking & Infra setup.
  • Ability to logical analyze issues and eliminate cause to zero in on the root cause.
  • Understanding of ITIL framework and foundational concepts
  • Intermediate Microsoft excel (Formula) skills.
  • Possess SQL knowledge and able to construct basic SQL queries.
  • Exposure to Tableau visualizations and administration would be considered a plus
  • Understanding of ETL tools like Alteryx would be plus
  • Knowledge on AWS fundamentals would be a plus
  • Must be hands on with strong interest and familiarity on broad spectrum of technologies like Windows OS, network, application servers, SQL databases
Preferred Qualifications/ Skills
  • Bachelor's / Master's degree in computer science engineering/technology)
  • Technical certifications would be an added advantage
Why join Genpact?
  • Lead AI-first transformation – Build and scale AI solutions that redefine industries
  • Make an impact – Drive change for global enterprises and solve business challenges that matter
  • Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
  • Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
  • Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
  • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
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 creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.


JobTechnical Associate

Primary LocationIndia-Noida

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingAug 21, 2025, 2:58:43 PM

Unposting DateOngoing

Master Skills ListConsulting

Job CategoryFull Time

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