About Us
Wipro Limited is a leading technology services and consulting company that focuses on building innovative solutions for clients' complex digital transformation needs.
We leverage our holistic portfolio of capabilities in consulting, design, engineering, and operations to help clients realize their boldest ambitions and build future-ready, sustainable businesses.
Job Description
We are seeking a skilled Desktop Support Engineer to provide technical assistance to our clients.
As a Desktop Support Engineer, you will be responsible for installing, upgrading, and troubleshooting hardware and software systems.
Your problem-solving attitude and ability to give clear technical instructions will be crucial in this role.
Familiarity with remote troubleshooting techniques is also essential.
You will ensure prompt and accurate customer service, contributing to increased client satisfaction.
Key Responsibilities
* Address user tickets related to hardware, software, and networking.
* Walk customers through installing applications and computer peripherals.
* Ask targeted questions to diagnose problems.
* Guide users with simple, step-by-step instructions.
* Conduct remote troubleshooting.
* Test alternative pathways until you resolve an issue.
* Customize desktop applications to meet user needs.
* Record technical issues and solutions in logs.
* Direct unresolved issues to the next level of support personnel.
* Follow up with clients to ensure their systems are functional.
* Report customer feedback and potential product requests.
* Help create technical documentation and manuals.
Requirements
* 5+ yrs of relevant experience.
* Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
* Hands-on experience with Windows OS environments.
* Imaging the devices through SCCM and Intune.
* Ticket handling skills in ServiceNow application and familiarity with SLA for the tickets by priority.
* Asset Inventory Management and ability to track them in ServiceNow.
* Ability to troubleshoot LAN, Wifi, and VPN related issues.
* Working knowledge of office automation products and computer peripherals (printers and scanners).
* Knowledge of network security practices and anti-virus programs.
* Ability to perform remote troubleshooting and provide clear instructions.
* Excellent problem-solving and multitasking skills.
* Customer-oriented attitude.