Process Associate – Floor Support/Onsite Support

Genpact - Chennai, Tamil Nadu
  • Full Time
  • Anywhere

Job Description

  • Supervise cases in Ticketing tool queues.
  • Receive P4 Incidents, Work Orders or \u201CTask Tickets\u201D in Helpmate.
  • Look into the reported issue/approved work order and address it within agreed SLA\u2019s.
  • 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\u2019s 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\u2019s/Down\u2019s, 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
  • 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 Service and Problem-Solving demeanour.
  • Good communications skills in English and local Language.
  • Should be able to deliver on timelines.

For more details http://www.genpact.com


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