IT Support Specialist

About Wipro

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

Role Purpose

The purpose of this role is to resolve, maintain, and manage the client's software, hardware, and network infrastructure based on service requests raised by end-users, while adhering to defined SLAs and ensuring client satisfaction.

Key Responsibilities

• Ensure timely response to all tickets raised by client end-users
• Solution service requests while maintaining quality parameters
• Act as a custodian of client's network, servers, systems, storage, platforms, and infrastructure to ensure proper functioning and upkeep
• Monitor ticket volume (dial home, email, chat, IMS) and ensure resolution within defined timeframes
• Perform root cause analysis and create action plans to resolve issues
• Provide immediate resolution to high-priority tickets and services
• Install and configure software and hardware based on service requests
• Maintain 100% adherence to SLA timelines and priority levels to manage expectations and prevent escalations
• Provide application and user access per client requirements
• Track all tickets from acceptance through resolution
• Maintain timely backups of critical data and logs
• Coordinate with on-site teams for complex problem resolution
• Review chatbot logs to ensure all service requests are resolved on schedule

Performance Metrics

• 100% SLA and timeline adherence
• Zero customer escalations
• Client appreciation and positive feedback

Required Skills

• Postgre

SQL Database Administration: