IT Support Specialist

5 days ago

Schenectady, New York, United States Genpact Full time
Job Title: IT Support Technician Lead

We are seeking a highly skilled and experienced IT Support Technician Lead to join our team at Genpact. As a key member of our IT department, you will be responsible for providing technical support and guidance to our customers and internal stakeholders.

Responsibilities:
  • Conduct remote troubleshooting and diagnose technical issues using established procedures.
  • Coordinate with site teams and customer centers to address network interruptions and ensure seamless operations.
  • Respond promptly to customer requests and escalate issues when necessary, providing timely and effective solutions.
  • Communicate effectively with internal and external stakeholders, including customers, site teams, and support groups.
  • Document all activities according to guidelines and using digital tools, ensuring accurate and up-to-date records.
  • Manage shift schedules for team members and assign/distribute daily workload based on role, skill, and complexity of work.
  • Coordinate with clients and support groups to manage process changes, ensuring smooth implementation and maintaining business continuity.
  • Provide first-level escalation support to the team in case of exception management.
  • Oversee shift handover processes, including sharing and documenting crucial updates for incoming shifts and shift leads that affect operations.
Qualifications:
  • High school diploma or equivalent required.
  • Ability to work independently and as part of a team.
  • Excellent PC skills, experience using MS Office, MS Outlook, and Excel.
  • Must be able to work variable shifts required for a 24x7 operation.
  • Excellent attention to detail and organizational skills.
  • Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
Preferred Qualifications:
  • Proficient in renewable energy generation.
  • Experienced in industrial plant maintenance.
  • Skilled in maintenance and troubleshooting of Programmable Logic Controllers (PLCs).

The approximate annual compensation for this position is $55k - $60k, with a total compensation package plus benefits determined by factors including experience, knowledge, skills, and abilities, geographic location, and internal equity.

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.

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