Full Time

    Job Description

    We are Wipro (NYSE: WIT), a rapidly expanding and leading global Information Technology, Consulting and Business Process Services company with over 225,000 employees worldwide, servicing clients in 175+ cities and 69 countries across 6 continents. For more information, please visit


    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.

    To be successful in this role you will need to have

    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
    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 ofstandard software's/ application like Adobe,
    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
    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

    If you only meet some of the requirements for this role, that's okay!!! We value a diverse range of backgrounds & ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

    We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability, veteran status, or anything else.

    Benefits @ Wipro
    • Flexible/remote working culture - location is not a limitation of success at Wipro.
    • Global Travel & Relocation opportunities - COVID permitting.
    • Paid Parental Leave
    • Excellent Remuneration Package.
    • Quarterly bonus/variable pay.
    • Quarterly Career Progression Reviews - we do not limit our employees to the usual once per year reviews!
    • Corporate Healthcare Benefits
    • 401k benefits
    • Fringe, Concession + Membership & Subscription Tax Benefits.
    • Financial Advisory & Banking Benefits.
    • Free Ongoing training and development to help you reach your full potential.
    • Collaborative team - positive and empathetic people who love to laugh either through social distancing in the office or virtually from home!
    • Team building, fun activities, and social events - COVID permitting.

    Join us in many countries, see full career opportunities .

    Desktop Support