Desktop Support Technician

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

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.

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

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.

Certifications: A+ (required) Dell WPD Technician

Top 4 qualities for evaluation in order of importance

Rank Criteria for Evaluation
1 Demonstrate a solid understanding of the Windows Operating system
2 Demonstrate an ability to troubleshoot both hardware & software problems, new hire dockets, installs.
3 Comfort level providing general level of infrastructure support
4 Ability to work as a team member and follow established processes

Expected annual pay for this role ranges from $33,000 to $76,000 . 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.

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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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.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants 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.