**_Ready to build the future with AI?_**
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**_ 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 integral enterprises work smarter, grow faster, and transform at scale. From large-scale models to _**_agentic AI_**_, our breakthrough solutions tackle companies’ most complex challenges._**
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**_ 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._**
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**_ Job Description_**
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**_ 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._**
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**_ 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_**
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**_ Responsibilities_**:**_ _**
**_ _**_Provide IT Support to end users, executives members onsite or remotely or in video conference events._**
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- **_Troubleshooting and maintenance of end users laptops, Mobile devices and basic IT infrastructure equipment including Telecom._**
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- **_ _**_Imaging new PCs & laptops and configuring them for end user use_**
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- **_ _**_Escalation point of contact for help desk/onsite issues & represent local IT team for any local business critical IT issues._**
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- **_ _**_Work with IT management teams to ensure ramp ups, IT projects, new transitions requirements are handled promptly._**
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**_Manage the queue of the ticketing system._**
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**_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._**
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**_Collaborate with various IT departments, offshore support personnel, and vendors to meet end-user needs_**
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**_Configure, 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._**
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**_Facilitates incident calls related to End User Computing breakdowns and work with internal partners that impact outcomes._**
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**_Participate as a Team member and customer contact for the site on key project implementations._**
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**_Provide support for critical after-hour activities as business needs require_**
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**_Troubleshoot and resolve client desktop,



0365 Apps - Outlook/SharePoint/OneDrive/Teams-, Mobile Device Management - Vmware Airwarch, Mac OS & network issues._**
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**_Must demonstrate shown attention to detail_**
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**_Ability to demonstrate outstanding interpersonal and communication skills with the ability to communicate across various levels of associates within a highly matrixed organization_**
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**_Validated ability to work efficiently in a team setting as well as independently with_**
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**_ Qualifications we seek in you!_**:**_ _**
**_ Minimum Qualifications / Skills_**
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**_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 VMware_**
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**_Preferred qualifications _**:
**_Relevant experience in the design, implementation, and administration of desktop services_**
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**_ Why join Genpact?_**
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**_Lead AI-first transformation_**_ - Build and scale AI solutions that redefine industries_**
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**_Make an impact_**_ - Drive change for global enterprises and solve business challenges that matter_**
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**_Accelerate your career_**_—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills_**
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**_Grow with the best_**_ - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace_**
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**_Committed to ethical AI_**_ - Work in an environment where governance, transparency, and security are at the core of everything we build_**
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**_Thrive in a values-driven culture_**_ - Our courage, curiosity, and incisiveness - built on a foun

📌 IT Tech Support5a Process Associate (Guadalajara)
🏢 Genpact
📍 Guadalajara