Information Technology Support Technician
: Job Details :

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of IT Support Technician Lead

Job Title: IT Support Technician Lead

Location: Schenectady, New York, United States

Type of Hire: Full-time employment (Permanent)

Shift: Rotational shift ( 1 afternoon and 1 night shift) and 4 days per week (10 hours shift), 3 days off.

JOB DESCRIPTION

We seek technically proficient candidates with strong interpersonal abilities for the role of IT Support Technician Lead. Support technicians diagnose technical issues, offer prompt customer assistance, and facilitate the implementation of new applications. Effective communication is vital as they engage directly with customers and produce written documentation.

Responsibilities

• Conduct remote troubleshooting following established procedures.
• Coordinate with site teams and customer centers to address network interruptions.
• Respond promptly to customer requests and escalate issues when necessary.
• Adhere to standardized procedures for efficient operations.
• Communicate effectively with internal and external stakeholders.
• Document all activities according to guidelines and using digital tools.
• Manage shift schedules for team members and assign/distribute the daily workload to specific employees based on their role, skill, and the complexity of the work.
• Coordinate with clients and support groups, such as IT & Logistics, to manage process changes, ensuring smooth implementation within the team and maintaining continuous business continuity.
• Provide first level of escalation support to the team in case of exception management.
• Oversee shift handover processes, including sharing and documenting any crucial updates for incoming shifts and shift leads that affect operations.

Qualifications we seek in you!

Minimum Qualifications

• High school diploma or equivalent required.
• Ability to work independently.
• 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/ Skills

• Proficient in renewable energy generation.
• Experienced in industrial plant maintenance.
• Skilled in maintenance and troubleshooting of Programmable Logic Controllers (PLCs).

The approximate annually compensation for this position is $55k - $60k. The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant's 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. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.