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Job Description
Role Purpose
The purpose of the role is to resolve, maintain and manage clientâÂÂs software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAâÂÂs ensuring client satisfaction
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End User Support Experience
o Strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.
o Excellent Customer management skill,
o Good in oral and written communication
o Self- Driven and result oriented.
o Really passionate about the work
o Takes proactive ownership and works with sense of urgency
Hardware Troubleshooting and Repair
o Skilled in desk side support for Installing & L2 level troubleshooting of Operating Systems,
o L2 level experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories
o Good knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites
o Ability to lift / move computer equipment weighing up to 50Lbs.
o Conference room A/V equipment assistance & troubleshooting
o L2 level VOIP phone configuration & troubleshooting
o Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability
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Operating System & Software
o Expert in desk side support for Installing & troubleshooting Operating Systems (Windows / MAC/Linux OS)
o Experience with Anti-spyware and Anti-virus software.
o Deep dive analysis of OS and application issues including antivirus or others
o Good knowledge on installation and troubleshooting of standard software’s / application like Adobe, browsers
o Good knowledge on installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive)
o Good knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles
o Good knowledge in configuring mail & troubleshooting of Mobile Device Management system ( Airwatch / Xenmobile / Mobile iron etc),
o Understanding on Data backups,
o Understanding and troubleshooting for VDI, SCCM / LanDesk / Altris,
o Good knowledge in configuration & troubleshooting of Apple machines /mobile devices
Tools & Process
o Knowledge and experience on Service requests, incident, problem management and change process,
o Experienced in repeat call analysis with preventive & corrective actions
o Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.
o Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),
o Mentoring & training L1 resources
o Reviewing and maintaining KB articles
o Contribution towards automation & service improvements
o Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines and avoid Rework
o Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT ,top call issues and ticket quality
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Experience: 1-3 Years .
The expected compensation for this role ranges from $37,500 to $83,600 .
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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