Contractor Resource - Floor Support
Genpact
Noida, India
1d ago

Responsibilities

  • Monitor cases in Ticketing tool queues.
  • Receive P4 Incidents, Work Orders or TaskTickets in Helpmate.
  • Acknowledge and reach out to requester.
  • Look into the reported issue / approved workorder and address it within agreed SLA’s.
  • Update Log notes in ticketing tool.
  • Resolve ticket after selecting relevantresolution categories in ticketing tool.
  • Incidents and work orders might involve :
  • Troubleshooting issues related to Hardware,OS, Standard Office Suite and Browsers.
  • Hardware support to Desktops, Laptops, ThinClients. First level support to Printers, Scanners and Multi-Function Devices.
  • Installations, Movement, Transfer, surrenderof Desktops / Laptops / Thin Client, Printers, Scanners, MFP’s and mobile deviceslike iPads etc.
  • Installation of end points to be done as perorganization Hardening guidelines through MDT setup.
  • Installation, Transfer and removal ofbusiness 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 KillDisk / Eraser / Degausser.
  • ProvideHands and Feet support to other IT Teams for any scheduled activities.
  • Coordination with Vendor Partner for any issues for warranty and otherescalations.
  • Installation,troubleshooting of equipment in data center, mux and hub room. This may includephysically upgrading internal system components (CPU, RAM, HBA, memory harddrives, fibre cables, copper, and more.
  • MaintainPhysical CMDB / U level diagram, DC layout for all installed devices inside DC& Hub rooms
  • Well versedwith Data Centre Hygiene activities (Physical vs environmental controls)
  • Changemanagement 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 troubleshooting any portrelated issues
  • Physicallyassist in moving and racking / stacking equipment
  • Conducting Physical validation of devices in DC and work with crossfunctional team to mitigate any single point of failure identified.
  • Capturing Sniffer and Ethereal / Wireshark log
  • Physical support for Decommissioning and troubleshooting of Voicedevices / Voice Gateways / Circuit packs and Phones
  • Installation / configuration and movement of different 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 andensuring sustenance of same in Hub rooms
  • Minimum qualifications

  • 3 Years Diploma in Electronics &Telecommunication / Computer Engineering or above with 2-3 years of relevantexperience in supporting end users, providing Hands and Feet support for DataCenters / Hub Rooms and Telecom Infra in ITES / BPO Industry.
  • ITIL Version 3 or 4 foundation Trained / Certified.
  • Strong domain knowledge and technicalorientation.
  • Knowledge of network and server devices
  • Preferred Skills :

  • Good communication skills
  • Should have understanding of below Technical 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
  • Technical Associate

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