Overview:
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.
We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.
A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.
We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
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A PROUD HISTORY OF OVER 75 YEARS
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FY22 REVENUE 10.4 BN USD
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WE’RE PRESENT IN 66 COUNTRIES
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OVER 1,400 ACTIVE GLOBAL CLIENTS
End User Support Experience
o Five to six (5-6) years’ of 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
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
" Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicates 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. "
