Help Desk Team Lead - Schenectady, United States - Genpact

Description

Job Description:

Responsibilities

Real time monitoring and response of Renewable Energy power generating assets.

Perform remote troubleshooting applying Remote Operations Center Fault Handling Procedures and Special Instructions

Escalate and communicate to next level of fleet support when remote troubleshooting is not effective ensuring to provide any relevant information to aid in additional support

Interface with site team and customer operation center when observe network interruption or loss of communication between power assets and Monitoring System

Monitor the ROC notifications for customer requests during the shift and take the necessary actions immediately

Follow ROC procedures to drive standardized global practices

Proficiently communicate with internal and external customers via written and verbal communication

Document all work performed via guidelines in approved procedures and appropriate playbook via provided digital tools

Minimum Qualifications

Excellent written and verbal communication skills

Ability to work independently

Excellent PC skills, experience using MS Office, MS Outlook, and Excel

Must be able to work variance shifts required for 24x7 operations

Must be able to handle a Team of Technicians.