We are looking for a IT Tech Support L1 , whose objective is to support Management from an operational, analytical and tactical standpoint, by handling stakeholder requests, solving team's questions, auditing and controlling different activities from colleagues on the operations floor, along with running reports, maintaining files and leading continuous improvement initiatives.

Responsibilities

• Guide end users to SCOUT AI chatbot support and self-service resources for issue resolution.

• Assist end users with basic Laptop, Mobile device setup and connectivity issues.

• Install, configure Office O365 applications thru MDM AirWatch based on company policies and security guidelines.

• Provide limited troubleshooting for hardware-related issues and escalate complex problems to corporate IT teams.

• Perform basic IT tasks such as imaging and deploying computers.

• Document common issues and report trends to the AI & Self-Service Optimization team.

• Manage the IT store, handling hardware inventory and ensure compliance with ITAM Governance.

• Collaborate with corporate IT departments (L2/L3 Teams), offshore support personnel, and vendors to meet end-user needs, issue escalation, or EUC/Network breakdowns.

• Ensure accurate ticket management, categorization, and documentation using ServiceNow

Qualifications

Minimum qualifications

• Associate's degree in IT, Computer Science, or related field (or equivalent experience).

• Experience: 1+ years in IT support, helpdesk, or a similar role (entry-level candidates with relevant skills may be considered).

• Basic knowledge of Windows imaging and deployment.

• Basic troubleshooting skills (hardware and connectivity).

• Strong communication and customer service skills.

• Ability to guide non-technical users toward AI/self-service resources.

• Problem-solving mindset and willingness to follow structured processes.

Preferred qualifications

• Additional IT certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft certifications.

• Experience using ticketing systems like ServiceNow (SNOW).

• Basic networking knowledge

Why join Genpact?

Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation

Make an impact – Drive change for global enterprises and solve business challenges that matter

Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities

Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.