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 www.wipro.com.
• Minimum of two to three (3-5) years of direct PC and Laptop hardware service experience. The tech will also have basic knowledge of network
devices.
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
• Skilled in desk side support and PC break/fix including administration of Windows O/S and Basic skills on desk side support for smartphones,
Apple devices and MAC OS.
• Experience with Anti-spyware and Anti Virus Software, SCCM
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• Basic Knowledge of Servers, Storage, Tape libraries, TCP/IP networking, DNS, DHCP, VPN and RDP.
• Good Written and Oral Communication skills with Clients and management. Good people sills.
• Ability to troubleshoot issues with systems and networks using good deductive reasoning skills
• Ability to work with deadlines and complete tasks on-time.
• Expert in Installing and troubleshooting desktop applications, MS office, O365, Outlook, Skype, basic applications etc.
• Installation of the windows in new laptop/desktop and replicating configuration from old machine, SCCM OS deployment
• Coordinating with various technical team to resolve the issue
• Installation and troubleshooting printer, Scanner etc end user devices
• Smart hand support includes L1 activities for Server and Network
• Coordinating with various technical team to resolve the issue
• Keep track of asset transactions and inventories up to date
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals
• Provide technical assistance and support for incoming queries and issues related desktop support, mobile device management, Video Conferencing
support.
• Must possess the proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves,
retirement and pickup of devices set for retirement. Wipe drives with proper chain of custody and inventory management.
• To resolve incidents and upgrade different types of software and hardware.
Installation of new hardware for customers, such as new monitors, docking stations, or keyboards.
May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 7/10) and across a range of software applications on the client machine (Office applications, Outlook, Skype for Business, etc.).
• Perform daily health check, Standby and support for Meeting Room's Audio & Video devices
• Must accurately record, update and document requests using the IT8 service desk system
• Professionalism when resolving service delivery and client issues in a timely manner
• Determine the best solution based on the issue and details provided by customers.
• Identifying and escalating business and technical challenges as appropriate and in a timely manner
• Communicating with other engineers, clients, and managers in a professional manner as situations arise, and at regular intervals ensuring
that all parties involved are kept up to date at all time.
• Attending and participating in regularly scheduled team meetings, development training, and other meetings as needed
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.
Desktop Support