Job Description
Job Title:  Desktop Support _ Shinjuku/Monolith
City:  Tokyo
State/Province:  Tokyo-to
Posting Start Date:  9/1/26
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.
Job Description: 

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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Position Title: Field Support Engineer

Work Location: • Shinjuku, Tokyo, Japan

Address: 〒163-0904 東京都新宿区西新宿2-3-1 新宿モノリス

business hours: 8:30 - 17:15 (GMT+9). Occasional out of normal hours support may occur.

Roles & Responsibilities:

• Candidate will provide IT field support including, but not limited to, troubleshooting hardware, software and operating system issues, as well as printers, fax machines, telephony devices and peripherals, and fixing them without violating the hardware warranty or customer security compliance requirements • Configuration & troubleshooting of Apple mobile devices • Printer and VOIP phone configuration & troubleshooting • Conference room A/V equipment assistance & troubleshooting • Assisting basic onsite activities involving racks, patch panels, routers, firewalls, switches, servers and other enterprise level hardware while under instruction from remote teams • Operating system deployment via PXE / USB ISO / Microsoft Configuration Manager • Take ownership of incidents and service requests (SRQs) raised by users in ticket management system (ServiceNow) • Ensure all Incidents and SRQs are addressed within stipulated SLA timelines and work is completed satisfactorily to avoid ticket reopening • Reviewing and maintaining KB articles • Contribution towards automation & service improvements • Provide hands-&-feet support for Network devices, collaborating remotely with offshore team.

Required Skills:

• Native Japanese or N1 communication skill • 2-4 years of experience in Onsite support • Knowledge and experience on Windows 10 and/or 11 • Should have good expertise in EUC tools, remote support tools, MS Office and Outlook. • Preferable to have a good understanding of VPN and mobile device support. • ITIL process of Incident, Change, Problem, Service Request and related activities such as spare and buffer stock management • Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.), • Knowledge and experience on Service requests, incident, problem management and change process

Optional Skills:

• knowledge in AD and smart hands and feet support. • knowledge and experience of supporting tablets • ability to lift / move computer equipment weighing up to 5kg Internal - General Use 

 

Mandatory Skills: Desktop Support .

 

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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