Job Id: 20201006013
Job Role: Technical Associate – Field Support/Onsite Support Engineer
Experience: Relevant work experience
Qualification: Diploma in Electronics & Telecommunication/Computer Engineering
Job Location: Gurgaon
Salary: Best in Industry
Vacancies: Not Mentioned
Job Description Genpact Recruitment Job Vacancies for Technical Associate – Field Support Engineer in October 2020:
Inviting applications for the role of Onsite Support engineer would be deployed at one of the Genpact Site in India in 24*7 shifts and would carry following roles and responsibilities:
Supervise cases in Ticketing tool queues.
Receive P4 Incidents, Work Orders or “Task Tickets” in Helpmate.
Look into the reported issue/approved work order and address it within agreed SLA’s.
Resolve & update ticket after selecting relevant resolution
Troubleshooting 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 and of end points to be done as per organization Hardening guidelines through MDT setup
Transfer and removal of business specific applications and their upgrades.
Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects.
Knowledge of Media disposal tools like Kill Disk/Eraser/Degausser.
Installation, solving problems of equipment in data center, mux and hub room.
Maintain Physical CMDB/U level diagram, DC layout for all installed devices inside DC & Hub rooms
Change management process awareness and ensure it is followed for all infra changes.
Activation & de-activation of Data & Voice ports and troubleshooting any port related issues
Physically assist in moving and racking/stacking equipment
Capturing Sniffer and Ethereal / Wireshark log
Physical support for Decommissioning and troubleshooting of Voice devices/Voice Gateways/Circuit packs and Phones
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
Qualification we seek in you!
Diploma in Electronics & Telecommunication/Computer Engineering or above meaningful experience in supporting end users, providing Hands and Feet support for Data Centers/Hub Rooms and Telecom Infra in ITES/BPO Industry.
ITIL Version 3 or 4 foundation Trained/Certified.
Customer management, Team management, Good Interpersonal and Communication skills, Detail Oriented, Problem solving and Analytical ability, Reasoning skills, Work Under Stress in multiple time zones.
Customer Service and Problem-Solving demeanour.
Good communications skills in English and local Language.
Should be able to deliver on timelines.