Inviting applications for the role of Process Associate - Onsite Support Engineer 

In this role you will be responsible for Manage incoming service & Incident tickets through a ticketing system. Prioritize tickets based on urgency and impact. Assign tickets to appropriate team members if necessary 

Responsibilities: 

• System Maintenance: Diagnose, repair, maintain, and upgrade hardware and computer equipment. 

• Technical Support: Respond to client support requests and determine their issues or problems.  

• Troubleshooting: Address hardware and software issues, install and maintain hardware and peripherals. 

• Software Management: Install and upgrade operating systems and computer software. 

• Network Connectivity: Troubleshoot network connectivity issues. 

• User Training: Advise end-users on software or hardware upgrades and provide basic training. 

• Ticket Handling Responsibilities: 

• Track ticket progress from initiation to resolution 

• Communicate with users regarding ticket status updates 

• Ensure timely resolution of all tickets in accordance with service level agreements (SLAs) 

• Ensure timely updataion of log notes & document solutions for future reference 

Qualifications we seek in you! 

Minimum Qualifications/skills 

• Relevant Degree /Diploma with experience in supporting end users  

• ITIL Version 3 or 4 foundation Trained/Certified. 

• Strong domain knowledge and technical orientation.  

• Good communication skills  

Preferred Qualifications/ Skills 

• Knowledge of Active Directory, Windows Server OS 

• Knowledge of different Networking devices 

• Ability to work independently as well as part of a team 

• Customer-centric mindset with a focus on user satisfaction 

• Willingness to learn new technologies and adapt to changing environments 

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. Get to know us at    

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training