Contractor Resource - Floor Support
Genpact
Noida, India
4d ago

Responsibilities

  • Supervise cases in ticketing tool queues.
  • Receive P4 Incidents, Work Orders or Task Tickets in Helpmate.
  • Acknowledge and take initiative to requester.
  • Look into the reported issue / approved work order and address it within agreed SLA’s.
  • Update Log notes in ticketing tool.
  • 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, fixing 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 solving problems 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!

  • Electronics & Telecommunication / Computer Engineering or above with 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.
  • Strong domain knowledge and technical orientation.
  • Knowledge of network and server devices
  • Good communication skills
  • Basic Networking
  • Win NT / 2000
  • MS Office 2007, 2010
  • IE6 & IE8
  • OS - WinXP, Win7, Win 10
  • Outlook 2007, 2010, 2016
  • PC / Laptop / Handheld / Printers
  • Preferred qualifications

  • Very good written and presentation / verbal communication skills with experience of customer interfacing role. In-depth requirement understanding skills with good analytical and problem solving ability, interpersonal efficiency, and positive attitude
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