Ready to build the future with AI?

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Job Description

Inviting applications for the role of Process Developer - IT Tech Support L1

This role is to provide technical support to users based in the Guadalajara Mexico site working with devices including desktop/Laptop computers, printers, smart devices, video conference systems, Wi-Fi devices and other peripherals.

Also, this position will provide some high-level troubleshooting support for customer provided and vendor-neutral software in a networked environment. This role will also serve for new installations, incoming transitions, and/or major improvements related to organic growth. This role is also responsible for providing daily oversight for End User Computing team members assigned to the site

Responsibilities

Provide IT Support to end users, executives members onsite or remotely or in video conference events.

· Troubleshooting and maintenance of end users laptops, Mobile devices and basic IT infrastructure equipment including Telecom.

• Ensure all end user and IT documentation is updated, provide End user training for new or existing applications when needed.

• Imaging new PCs laptops and configuring them for end user use

• Escalation point of contact for help desk/onsite issues represent local IT team for any local business critical IT issues.

• Work with IT management teams to ensure ramp ups, IT projects, new transitions requirements are handled promptly.

Manage the queue of the ticketing system.Provide data and reporting of Key Performance Indicators and trends to IT regional leader and other partners on ad-hoc, weekly, monthly meetings and as needed; drive strategies for process improvement in the site; monitors and handles the tickets in the queue per Service Level Agreements.Collaborate with various IT departments, offshore support personnel, and vendors to meet end-user needsConfigure, install, seek, and maintain software and hardware in a networked environment; perform on-site repairs of technology equipment or arranges for repairs when needed by End Users.Facilitates incident calls related to End User Computing breakdowns and work with internal partners that impact outcomes.Participate as a Team member and customer contact for the site on key project implementations.Work with peers and other groups to ensure the desktop applications and environments that support the End User Computing team is up to date.Provide support for critical after-hour activities as business needs requireTroubleshoot and resolve client desktop, 0365 Apps - Outlook/SharePoint/OneDrive/Teams- , Mobile Device Management - Vmware Airwarch, Mac OS network issues.Must demonstrate shown attention to detailAbility to demonstrate outstanding interpersonal and communication skills with the ability to communicate across various levels of associates within a highly matrixed organizationValidated ability to work efficiently in a team setting as well as independently with

Qualifications we seek in you

Minimum Qualifications / Skills

Associates Degree in Information Systems, Computer Applications, or similar field preferred with relevant experience in IT. Additional IT certifications such as Network , MCP, ITIL v3, Citrix and VMwarePreferred qualifications Relevant experience in the design, implementation, and administration of desktop services

Why join Genpact?

Lead AI-first transformation – Build and scale AI solutions that redefine industriesMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skillsGrow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplaceCommitted to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we buildThrive 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 140,000 coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

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 respect and integrity, customer focus, and innovation.
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.

Job

Process Associate

Primary Location

Mexico-Guadalajara

Schedule

Full-time

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

May 3, 2025

Unposting Date

July 3, 2025

Master Skills ListOperations

Job CategoryFull Time