Job Description:

Do you have a strong interest in IT? Are you someone who thrives in a fast-paced and dynamic work environment?

At Wipro, culture plays a vital role in our operations. Our values serve as the foundation upon which we build our character and shape our destiny. We are constantly striving to challenge the status quo and make progress through continuous learning and improvement.

As an IT analyst working on-site, your primary responsibility will be to provide break-fix support for common-use equipment and systems within the client's IT environment. This will involve working closely with airlines and product vendors to troubleshoot any issues that arise, as well as testing and implementing application updates.

• Ensure the timely resolution of incidents assigned within the agreed SLA and reassign incidents to appropriate teams before breaching the SLA.
• Handling the troubleshooting for all escalated calls from the service desk and documenting all the actions performed is another critical aspect of this role.
• Acting as the liaison between customer staff, managers, and offshore support teams to assist with troubleshooting reported issues and providing operational impact information.
• Troubleshooting hardware, software, and performing repair/replacement of associated equipment, peripherals, or components.
• Testing, updating, installing, and decommissioning equipment, firmware, application, or devices as required.
• Carrying out preventive maintenance activities of assets as per the agreed frequency and SOPs.
• Ensuring the proper use of spares, parts, and consumable stocks as per the set procedures and reporting the use of such spares or consumables in the EOD report shared with the manager.
• Performing backup roles related to the Wipro support if any other team requests so. The person in this role should have experience with the incident escalation process and be available to support any emergency call even on off days if required.
• Install, move, add, or remove hardware equipment, peripherals, and consumables as required.
• Ensuring that change management processes for all changes are followed, creating, actioning, documenting, and closing changes as per change management policies.
• Working with IT staff and product vendors for application updates, testing, and troubleshooting of issues.
• Creating and maintaining site-specific documentation such as product deployment info and processes.
• Inventory management and working with the vendor management team for consumables and parts orders.
• Asset management, including tracking and reporting end of life, end of warranty, and end of support systems.
• Preparing daily, weekly, and monthly reports for stakeholders.
• Continuously improving services and implementing automation techniques.
• Testing, deploying, and documenting new products and services to support our customer's needs.

• The ideal candidate should have a strong understanding of ITIL fundamentals and possess proficiency in using ITSM tools for managing Incidents, Changes, and Services.
• Experience in Airport environments and IT systems would be a valuable addition.
• Should possess a general understanding of the equipment commonly used in data centers and telecom sites, including installation and basic troubleshooting and testing skills.
• Candidates should be able to interpret and understand telecommunication blueprints, schematics, aspecifications to perform installations, repairs, and uninstallations as required.
• Candidates should have knowledge of batch file scripting, config, and troubleshooting.
• Ability to troubleshoot network, and cabling issues of supported products and assets is a must-have skill.

• Ability to lift up to 30 pounds of hardware equipment and work in confined spaces is required.
• Enthusiasm and willingness to walk around the workplace to support incidents, address issues, and perform health checks on systems are necessary.
• Being a good team player and open to working in 24/7 rotational shifts is essential.
• Generic knowledge of PC hardware, imaging concepts, and the Windows operating system is expected.
• Eligibility to obtain security clearance from Transport Canada and Restricted Area access from airport authorities is a must.
• The incumbent should be eager to pursue any licenses or certifications that may be required from time to time.