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Title:  Sr. Technical Support

Requisition ID:  68212
City:  Mexico City
Country/Region:  MX
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Sr. Technical Support

3 to 6 years of experience in the role:

Presential in Office rotative: San Angel, Santa Fe and Av. Chapultepec.

Formatting and loading of iOS MAC image, Windows, computer equipment.

Managing remote access to computers via Microsoft Teams or Microsoft Quick Assist Technical Knowledge of the Hardware of PCS computers, Laptops and their peripherals

Replacement of parts of computer equipment, laptops, desktops, and peripherals

Installation, Preventive and Corrective Maintenance to: Laptops, Desktops, and Peripherals

Knowledge of printing equipment

Knowledge of Physical and Wireless Networks

Installation and configuration of W10 and W11 Operating Systems

Microsoft 365 installation, configuration, and support

Email Settings,

Reliable in Information Backups

Perform the Software, Applications update

Knowledge of McAfee / Trellix Antivirus

 

Basic English

 

The purpose of the role is to resolve, maintain and manage client's software/ hardware/ network based on the service requests raised from the end-user as per the defined SLA's ensuring client satisfaction

 

Ensure timely response of all the tickets raised by the client end user

 

Service requests solutioning by maintaining quality parameters

 

Act as a custodian of client's network/ server/ system/ storage/ platform/ infrastructure and other equipment's to keep track of each of their proper functioning and upkeep

 

Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

 

Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction

 

Provide an acceptance and immediate resolution to the high priority tickets/ service

 

Installing and configuring software/ hardware requirements based on service requests

 

100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

 

Provide application/ user access as per client requirements and requests to ensure timely solutioning

 

Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer

 

Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction

 

Coordinate with on-site team for complex problem resolution and ensure timely client servicing

 

Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

 

Wipro offers: Benefits above law, full payroll, constant training, and growth opportunity.

 

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Mandatory Skills: Technical Support .

 

Experience: 3-5 Years .

 

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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