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Technical Associate - Operations

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

 

Transformation happens here! Come, be a part of our exciting journey!

Are you the one we are looking for?

 

Inviting applications for the role of Technical Associate, Service desk/Operations

Responsibilities

  • Monitor cases in ticketing tool queues.
  • Receive P4 Incidents, Work Orders or “Task Tickets” in Helpmate.
  • Acknowledge and work closely with requester.
  • Look into the reported issue/approved work order and address it within agreed SLA’s.
  • Helpdesk Support – Review operational issue and log on helpdesk queries in ticketing system.
  • Resolve ticket after selecting relevant resolution categories in ticketing tool.
  • Incidents and work requests might involve:
  • Solving 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, MFP’s and mobile devices like iPads etc.
  • Installation of end points to be done as per organization Hardening guidelines through MDT setup.
  • Installation, Transfer and removal of business specific applications and their upgrades.
  • Support New Transitions, Ramp Up’s/Down’s, 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 customer concerns.
  • Installation, troubleshooting of equipment in data center, mux and hub room. This may include physically upgrading internal system components (CPU, RAM, HBA, memory hard drives, fibre cables, copper, and more.
  • Maintain Physical CMDB/U level diagram, DC layout for all installed devices inside DC & Hub rooms
  • Proficient with Data Centre Hygiene activities (Physical vs environmental controls)
  • Change management process awareness and ensure it is followed for all infra changes (Break fix/new installation/decommissioning/upgradation).
  • Activation & de-activation of Data & Voice ports and fixing any port related issues
  • Physically assist in moving and racking/stacking equipment
  • Conducting Physical validation of devices in DC and work with multi-functional team to mitigate any single point of failure identified.
  • Capturing Sniffer and Ethereal / Wireshark log
  • Physical support for Decommissioning and troubleshooting of Voice devices/Voice Gateways/Circuit packs and Phones
  • Installation/configuration and movement of various types ( IP, TDM,SIP) of phones on floor
  • Maintaining CMDB of phones installed on floor.
  • Tracing and laying new cable in DC and MUX room, Cable dressing and ensuring sustenance of same in Hub rooms

 

Qualifications we seek in you!

Minimum Qualifications

  • Bachelor's Degree required

Preferred qualifications

  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Superb communication skills and inter personal skills.

 

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 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.

Job: Technical Associate

Job ID: ITO046177

Primary Location: India - Hyderabad

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Feb 10, 2022

Master Skills List: Operations

Job Category: Full Time