Desktop Support Engineer

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.

A PROUD HISTORY OF OVER 75 YEARS

FY22 REVENUE 10.4 BN USD

WE’RE PRESENT IN 66 COUNTRIES

OVER 1,400 ACTIVE GLOBAL CLIENTS

Role & Responsibilities

Perform customer services related to

Equipment and systems products by troubleshooting problems, resolving problems, interfacing with vendors for in-warranty returns, installing software and entering resolutions into the Service Now Ticketing system.

Must be able to repair laptop/ Desktop and workstation.

Maintain, analyzes, troubleshoots, and repairs hardware and computer peripherals.

OS Imaging (SCCM) and setup of workstations and the installation and configuration of software and hardware.

Security compliance adherence for Infra as per customer requirements

Manage assets Inventory at office location, updating Assets Data Base tool. Asset Salvages

Should be flexible to work in different shifts.

Should be available for Weekend / holiday on call support model (as per roster)

Working in Early Morning & Late Evening shifts and Weekend On call support

Desktop Support Technician (Field Services -Onsite)

Location: Miami, FL

Skills:

Desktop/Laptop repair / IMAC new setups experience is a must.

Good verbal communication: ability to solicit and convey moderately complex information and make recommendations

Good problem-solving skills, ability to work well with diverse personalities and teams.

Considerable experience supporting Servers and Handheld Devices.

Knowledge and experience on Service requests, incident, problem management, Knowledge, and experience of ticketing tools (ServiceNow)

Ability to set priorities and manage competing objectives.

Ability to support users with Remote Support tools.

Ability to lift at least 50lbs.

Certifications: A (required) Dell WPD Technician

Language: English (Read, Write, Speak)

Environnent : Windows 7, Windows 10 & 11, MS Office 2016 and O365, Dell Laptop /Desktops

Technical Skills Required

Setup of new Desktop / Laptop for users (Windows Installations /Profile configurations – New Joiner Onboardings)

Installations of the Windows in the new laptops (Imaging through SCCM)

Work on the UPS shipments of assets to users, creating a label, tracking & coordinating setups & configurations with users.

Work on the UPS shipments of return assets from users (Exit Process), creating a label, sharing with customer, tracking & coordinating returns.

Troubleshooting & coordinating with the respective vendors on hardware related issues.

Installing and troubleshooting printers and Telephony devices.

Providing support to remote users using tools like TeamViewer, Bomguard, Service Connect, Teams screen share.

Providing support for video conferencing, VC equipment’s.

Monitoring & performing as per the SLA for all the tickets. Keeping track of assigned tickets and close / resolve them within SLA. Meeting all tickets criteria like response, resolution, reopen, work notes, user updates, follow-ups, quality, documentation & KB articles

Troubleshoot basic OS / software related issues.

Working on the compliance piece, on new installs.

Providing instant support to walk-in users with various issues as per criticality of their issues.

Maintaining the asset details with inventory administrator for accurate deployment and tagging of assets to user joining, working, or leaving organization with appropriate approvals and information to their reporting managers.

Logging call to service providers (Dell) for repair and replacement of hardware being used in organization as per their warranty status.

Reutilization of hardware from scrap machines to decrease the organization cost for devices being used or purchased.

Criteria for Evaluation

Demonstrate a solid understanding of the Windows Operating system

Demonstrate an ability to troubleshoot both hardware & software problems, new hire dockets, installs.

Comfort level providing general level of infrastructure support

Ability to work as a team member and follow established processes

Expected annual pay for this role ranges from [$55,000] to [$80,000]. 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

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.