IT Support Engineer

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. 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

Resolve, maintain, and manage client software, hardware, and network infrastructure based on service requests from end-users while adhering to defined SLAs and ensuring client satisfaction.

Key Responsibilities

• Ensure timely response to all client tickets
• Solution service requests while maintaining quality parameters
• Act as custodian of client network, servers, systems, storage, platforms, and infrastructure to track proper functioning and upkeep
• Monitor ticket volume and ensure right solutioning within defined resolution timeframes
• Perform root cause analysis and create action plans for problem resolution
• Provide immediate resolution to high-priority tickets and services
• Install and configure software and hardware based on service requests
• Maintain 100% adherence to timeliness based on issue priority to manage expectations and ensure zero escalations
• Provide application and user access per client requirements
• Track all tickets from acceptance through resolution
• Maintain timely backups of important data, logs, and management resources
• Coordinate with on-site teams for complex problem resolution
• Review chatbot logs to ensure all service requests are resolved timely

Performance Metrics

• 100% SLA/timeline adherence
• Zero customer escalations
• Client appreciation emails

Requirements

• Mandatory Skill: Open Shift
• Experience: 1-3 years