About Wells Fargo India
Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Business Services, Risk Services and Product, Analytics and Modeling (PAM). We are operating in Hyderabad, Bengaluru and Chennai locations

Department Overview
The Chief Technology Office (CTO) team within the Enterprise Information Technology (EIT) is responsible for enterprise-wide infrastructure services across the global footprint, including networking, production services, storage, data centers, mainframe, midrange and Cloud-based systems, distributed systems, and international infrastructure.

About the Role

• This role requires the team member to follow established guidelines, responds to inquiries through various methods of contacts, processing or request procedures, systems status and network connectivity, and a variety of basic to moderately complex applications and hardware /software problems.
• Records inquiries, and repair / service requests.
• Resolves or directs request to appropriate technical area or vendor.
• Tracks status and follows up to ensure client satisfaction.
• Escalates to or consults with next level support when solution is unclear.
• Reports problems with procedures and suggests improvements.

• Handles contacts from one or more lines of business.
• May serve as a resource to less experienced staff.
• May provide on-the-job training.
• Resolves most complex technical issues without additional assistance.
• Contributes to knowledge management enrichment.
• At direction of manager, may assist in training and business development projects.
• Handles contacts from one or more lines of business.
• May serve as a resource to less experienced staff.
• May provide on-the-job training.
• Resolves most complex technical issues without additional assistance.
• Contributes to knowledge management enrichment.
• At direction of manager, may assist in training and business development projects.
• Recognizes the opportunity for efficiency gains through relationships with both internal and external partners by escalating to management for further action.
• Acts upon opportunities to update the knowledge base.
• Shares information with team and other support partners
• Proactively seeks information about our customers, partners and internal areas within TC.
• Takes information from LOB team members and works to educate team on the issues they face
• Demonstrates an in-depth understanding of the computer systems and processes needed to perform work
• Builds a reputation as a recognized expert and support resource in a specific line of support.
• Submits requests to update knowledge base as needed.
• May train others in new technology."
• Identifies possible alternative solutions for problems, escalates solution for approval, helps to document and submit to knowledge base
• Identifies problem trends and escalates appropriately

• 2 year degree or equivalent combination of education and work experience
• 4 year degree preferred
• 5 years technical support or directly related experience working in a similar technical environment
• 3-5 years of Technical/Desktop Support experience within a busy, high volume call environment
• Proven track record in a desktop technical support environment
• Strong communication skills; Excellent English (Written and spoken)
• Strong customer service, analytical, and problem resolution skills.
• Is understanding of and sympathetic to client requirements
• Enterprises Mobility implementation and troubleshooting (iPhone, iPad's and Blackberry devices)
• Basic understanding of Virtual Desktop
• Experience performing remote support

• 2 year degree preferred
• ITIL/HDI Training/Certification