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Job Description
Role Purpose
The purpose of this role is to assist team members in resolution of standard incident tickets by documenting incidents, tracking their status and monitoring alerts.
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Areas of responsibility
Triaging and resolution of tickets-Assist in the initial triage and response of standard incident tickets (P5 and P4 tickets) along with its documentation and ensuring timely and accurate resolution as per defined procedures.
SLA Monitoring-Monitor alerts and SLA timelines for entire lifecycle of a standard ticket (P5 and P4 tickets), track open tickets for standard incidents and submit reports for review of SLA adherence status.
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Primary Skill (Technical Skill) |
Break/fix and refresh workflow processing, inventory management, asset tracking, ServiceNow updates, device preparation, packaging, shipping, and shipment tracking. |
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Secondary Skill (optional) |
Organization, attention to detail, communication, and teamwork. |
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Educational Qualifications |
A+, BS, Diploma, or Equivalent Experience |
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Experience Level
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1+ year of experience in inventory management, asset tracking, technology deployment, shipping, receiving, or IT depot operations preferred. |
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Job Description
Role & Responsibilities
Support technology refresh initiatives and manage assets throughout the deployment lifecycle, including:
• Maintain accurate asset inventory records and ensure asset data integrity.
• Update ticket notes, work logs, and asset status within ServiceNow and other operational systems.
• Process devices through break/fix and refresh workflows according to established procedures.
• Prepare devices for shipment by verifying asset information, accessories, and documentation.
• Package and ship large volumes of devices for deployment.
• Coordinate shipping activities and maintain shipment tracking records.
• Organize and manage staging areas for incoming and outgoing assets.
• Conduct inventory audits and reconciliation activities as needed.
• Adhere to security, quality, and operational compliance requirements.
• Support cross-functional operational activities and special projects as assigned.
Required Candidate Profile
(Job Requirements/Descriptions)
Profile: Break/Fix & Refresh Bench Technician (Depot Operations - Onsite)
Skills:
• Experience with inventory management, asset tracking, or technology deployment operations.
• Knowledge of ServiceNow or similar asset management platforms preferred.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a high-volume environment.
• Effective communication and teamwork skills.
• Experience with shipping, receiving, and packaging processes preferred.
• Ability to lift and move equipment weighing up to 50 lbs.
• Ability to perform frequent packaging, staging, and material-handling activities.
Certifications: A+ preferred; Dell WPD Technician preferred.
Client Environment: ServiceNow, asset management platforms, Dell laptops/desktops, packaging, shipping, receiving, and depot staging areas.
Technical Skills Required Key skills required: (in order of priority)
Language: English (Read, Write, Speak)
• Maintain accurate inventory records and asset data throughout break/fix and refresh workflows.
• Update ticket notes, work logs, and asset status in ServiceNow and operational systems.
• Process devices according to established break/fix and technology refresh procedures.
• Verify asset information, accessories, and documentation before shipment.
• Package and ship devices at scale using approved handling processes.
• Coordinate shipping activities and maintain accurate shipment tracking records.
• Organize incoming and outgoing staging areas.
• Conduct inventory audits and reconciliation while following security, quality, and operational requirements.
Key criteria for evaluation required
List top 4 qualities for evaluation in order of importance
Criteria for Evaluation
1 Accuracy in asset, inventory, ticket, and shipment records.
2 Ability to manage high-volume break/fix, refresh, packaging, and shipping work.
3 Organization, staging control, and attention to detail.
4 Security and quality compliance, teamwork, and reliability.
Mandatory Skills: Desktop Support .
The expected compensation for this role ranges from $25,000 to $50,000 .
Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.
Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.
Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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