System Support Engineer

System Support Engineer – Domain Trainee – Italian – Remote EU/EMEA - HEA******Ready to shape the future of work?At Genpact, we don't just adapt to change—we drive it. 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, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep 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 teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .Inviting applications for the role of System Support Engineer – Domain Trainee – Italian – Remote EU/EMEAThe System Support Engineer is a member of the Technical Service and Support Organization, a dynamic and innovative department that endeavors to provide high-level technical advice, consultation, and troubleshooting for internal and external customers. This position is dedicated to utilizing scientific laboratory expertise to bring solutions to our customers and support products. This role is a key addition to an existing support team of professional engineers, now requiring additional support for an expanding install-base . The team is responsible for providing customer support service for diagnostic automated equipment produced and sold by BD Biosciences (BDB) .ResponsibilitiesDeliver prompt and thorough responses to inquiries from internal and external customers, primarily received via telephone and written communication.Provide remote diagnostics for innovative automated laboratory track systems and instrumentationGenerate and maintain proper complaint documentation in compliance with FDA (21 CFR) and ISO requirements.Coordinate with Quality Control, Quality Assurance, Research & Development, Marketing, Sales, Engineering, and Field personnel to assure timely follow-up and resolution of all technical inquiries and product issues.Supports the Technical Service telephone line by providing emergency technical assistance .Promotes and ensures a culture of privacy and security related to PHI and HIPPA.Contributes to team goals and objectives through active participation.Promotes Professional ServicesActively supports areas of empowerment and continuously improves the team processes to create a more efficient work environmentAttention to detail, superior interpersonal skills and good problem-solving skillsTroubleshooting hardware and software issues.Upgrading systems to enable compatible software on all computers.Qualifications we seek in youMinimum QualificationsExperience working with computer networks and systems maintenance.A+, Microsoft or Cisco accreditation advantageous .Excellent written and verbal communication skills.Proficient doing software installations and upgrades.Knowledge of basic security concepts and best practices.R ecent service experience in the troubleshooting and repair of IT and complex electronic systems preferred.Experience servicing medical devices and equipment required .Experience servicing robotics systems required .Requires a good working knowledge of electronics and electro-mechanical devices ( Megatronics ), PLCs and pneumatics.Knowledge of PC/software/LIS/networking/database management knowledge is highly desired.Experience with PC assembly, upgrades and repairs is highly desirable.Independent with proven ability to apply scientific principles when troubleshooting customer workflow and/or instrument complaints.Must have effective communication and customer service skills including technical writing and the ability to manage complex technical conversations via telephone.Demonstrated effective interpersonal skills, organization/prioritization skills and a passion for providing superior service.Must have the ability to multi-task and be adaptable to changing business environment(s).Proficient PC skills (Microsoft Office package).Preferred Qualifications/ SkillsEnglish speaking plus additional foreign language preferredBachelor's Degree, preferably in Electronics/Computers Engineering required , or equivalent experience.English & German language proficiency requirementShift RequirementRegular business hoursWhy join Genpact?Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovationMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career – Get hands-on experience, mentorship, and continuous learning opportunitiesWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome 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.