Senior IT Generalist - with 3 years of experience in the BPO/ITES industry, the role typically involves providing end-to-end IT support, managing user accounts, troubleshooting technical issues, and ensuring smooth day-to-day IT operations.

Senior IT Generalist Roles & Responsibilities -(3 Years Experience)

- Provide L1/L2 technical support for desktops, laptops, printers, and peripheral devices.
- Troubleshoot hardware, software, operating system, and network-related issues.
- Install, configure, and maintain Windows operating systems, Microsoft Office, and other business applications.
- Manage Active Directory by creating, modifying, disabling user accounts, resetting passwords, and managing security groups.
- Configure and support Outlook, Microsoft Teams, VPN, and other collaboration tools.
- Perform onboarding and offboarding activities, including system access provisioning and asset allocation.
- Maintain IT asset inventory, track hardware/software licenses, and ensure proper documentation.
- Handle incident and service requests through ITSM tools such as ServiceNow, Jira, Freshservice, or ManageEngine.
- Escalate complex technical issues to higher-level support teams and follow up until resolution.
- Support network connectivity issues, including LAN, Wi-Fi, VPN, and printer troubleshooting.
- Ensure compliance with IT security policies, antivirus updates,



and endpoint protection standards.
- Perform routine system health checks, software updates, and preventive maintenance.
- Assist in system backups, data recovery, and disaster recovery procedures.
- Support conference room equipment, video conferencing tools, and meeting room setup.
- Coordinate with vendors for hardware repairs and warranty services.
- Create and maintain technical documentation, SOPs, and knowledge base articles.
- Provide technical support during employee shifts, including rotational or 247 operations common in BPO environments.
- Monitor service levels and ensure tickets are resolved within defined SLAs.
- Train end users on basic IT processes and security best practices.
- Collaborate with cross-functional teams to improve IT service delivery and user experience.

Key Skills

- Windows 10/11 Administration
- Active Directory & Group Policy
- Microsoft 365 (Outlook, Teams, OneDrive)
- Networking Fundamentals (TCP/IP, DNS, DHCP, VPN)
- Hardware & Software Troubleshooting
- IT Asset Management
- ITSM Tools (ServiceNow, Jira, Freshservice, ManageEngine)
- Remote Support Tools (AnyDesk, TeamViewer, Remote Desktop)
- Endpoint Security & Antivirus
- Excellent Communication and Customer Service
- Documentation & Incident Management
- SLA Management

📌 Senior IT Generalist (Hyderabad)
🏢 IntouchCX
📍 Hyderabad