Technical Support/helpdesk Support

3 weeks ago

Sydney, Australia Raise in partnership with Genpact Full time

This is a Technical Support/Helpdesk Support contractor role providing services for Genpact, a professional services firm that creates lasting, impactful transformation. With a startup spirit and 95,000+ curious and courageous minds, Genpact has the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling upon motivated and passionate individuals to drive real world impact for some of the world’s biggest brands. Come, join us in our relentless pursuit of a world that works better for people.

Technical Support/Helpdesk Support

**Job Description**:

- Monitor cases in Ticketing tool queues.
- Receive P4 Incidents, Work Orders or “Task Tickets” in Helpmate.
- Acknowledge and reach out 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 orders might involve:

- 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 etc.
- Installation of end points to be done as per organization Hardening guidelines through MDT setup.
- 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 escalations.
- Installation, troubleshooting 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
- Well versed 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 troubleshooting any port related issues
- Physically assist in moving and racking/stacking equipment
- Conducting Physical validation of devices in DC and work with cross 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 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 and ensuring sustenance of same in Hub rooms"

**Qualification**:

- 3 Years Diploma in Electronics & Telecommunication/Computer Engineering or above with 2-3 years of relevant 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.

**Soft Skills**:

- Customer Service and Problem-Solving attitude.
- Good communications skills in English and local Language.
- Should be able to deliver on tight timelines.

Please note that this is a contract role providing services to Genpact through our direct sourcing partner, the Ian Martin Group, who manages Genpact’s Contractor Talent Community. If you are selected for this role, you will be employed by Ian Martin and will not be an employee of Genpact.

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