Job Description

Location:

• Onsite module of work from Kutno

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Responsibilities:

• Ensure timely and effective response to all client and end-user tickets, maintaining high-quality service and adherence to priority timelines.
• Diagnose and resolve service requests related to network, server, system, storage, platform, and infrastructure components, ensuring operational integrity and reliability.
• Maintain custodianship over all client equipment, continuously monitoring to prevent disruptions and facilitate prompt issue resolution.
• Track and manage ticket workflows from initiation through to resolution, utilizing dial home, email, chat, and incident management systems to ensure no ticket remains unresolved within SLA parameters.
• Conduct root cause analysis on recurring or high-impact incidents, developing and implementing action plans that mitigate future risks and enhance service stability.
• Provide immediate attention and resolution to critical and high-priority issues, ensuring client satisfaction and mitigating potential escalations.
• Implement software and hardware installations and configurations based on service requests, following organizational standards and security policies.
• Guarantee 100% adherence to designated resolution timelines according to issue priority, thereby upholding client expectations and minimizing escalations.
• Manage application and user access provisioning in compliance with client data security and privacy protocols.
• Coordinate with onsite teams and other technical experts to resolve complex or escalated issues efficiently.
• Oversee the monitoring and resolution of service requests identified through automated systems such as chatbots, ensuring comprehensive client support coverage.
• Maintain consistent and secure backups of critical data, logs, and system resources to support recovery and auditing processes.

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Requirements:

• A minimum of 3-5 years of professional experience in IT infrastructure support, exhibiting proficiency in troubleshooting hardware, software, and operating system issues within enterprise environments.
• Fluency in both English and Polish to effectively communicate with diverse client and team members.
• Demonstrated expertise in desk-side support activities, including installation and troubleshooting of Windows 7/10, macOS, and Linux operating systems.
• Proven experience working with anti-spyware and anti-virus technologies, maintaining up-to-date security across client endpoints.
• Competency in installing and troubleshooting standard business software such as Adobe applications, various web browsers, and Microsoft Office 365 suite (Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive).
• Sound understanding of core networking principles including TCP/IP, DNS, DHCP, VPN, and Remote Desktop Protocol (RDP), supporting effective network-related troubleshooting.
• Familiarity with Mobile Device Management (MDM) solutions such as Airwatch, XenMobile, and MobileIron, with capacity to handle basic installation and troubleshooting.
• Ability and initiative to contribute to the development and maintenance of knowledge base articles, facilitating knowledge sharing and process optimization.
• A strong commitment to resolving service requests and incidents within established SLA timelines, ensuring consistent client satisfaction.
• Excellent customer management and communication skills, capable of engaging positively with stakeholders at various organizational levels.
• Self-motivated and results-driven, with a demonstrated ability to manage time effectively and meet deadlines in a professional setting.

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Equal Opportunity Employer:
Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:
Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to ombuds.person@wipro.com, through the Internet at www.wiproombuds.com, or by post/courier to Wipro's registered office.

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