Desktop Support Engineer (all genders) (m/w/d)
Desktop Support Engineer (all genders) Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 220,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future. This role belongs to our German subsidiary Wipro Technologies GmbH with a headquarter in Frankfurt. 24/7 in the sense of working 8 hours in a day and being available on on-call on a rotation basis along with the team Your working area & responsibilities As an Administrator, you should be able to do system administration, Incident / problem determination and resolution on a 24/7 basis Incident, Problem, Change and Configuration management, Service incidents and queries within the agreed service levels Perform Service Requests based on Standard Operating Procedures Work on scheduled tasks as part of Change Management and should be able to handle issues independently and suggest/ implement services improvements plans Should be able to identify and highlight scope of automation to lead or Manager Your skillset End User Support Experience, 5 to 6 years of strong experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements Excellent Customer management skill, good in oral and written communication, self- driven and result oriented, passionate about the work, taking proactive ownership and working with sense of urgency Good knowledge of enterprise LAN and WAN setups and concepts, ability to perform smart and physical assistance activity under instruction, at sites, ability to lift / move computer equipment weighing up to 50Lb Conference room A/V equipment assistance & troubleshooting, L2 level VOIP phone configuration & troubleshooting, smart hand support for peripheral and networking hardware Operating System & Software, expert in desk side support for Installing & troubleshooting Operating Systems and experience with Anti-spyware and Anti-virus software, also deep dive analysis of OS and application issues including antivirus or others Good knowledge on installation and troubleshooting of standard software's/ application like Adobe, browsers and on installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive) Good knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles, good knowledge in configuring mail & troubleshooting of Mobile Device Management system, Airwatch / Xenmobile / Mobile iron etc. Knowledge and experience on Service requests, incident, problem management and change process, experienced in repeat call analysis with preventive & corrective actions, preferably with an associate degree in Electronics and CompTIA A+ Certification Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.), mentoring & training L1 resources, reviewing and maintaining KB articles and contribution towards automation & service improvements, ensuring all SRQs, Incidents are addressed within stipulated SLA timelines and avoid rework and analysis and reporting of pending tickets, SLA breaches, rework, DCSAT, top call issues and ticket quality English fluency is mandatory German proficiency nice to have Wipro is an Equal Opportunity employer and is strongly and actively committed to diversity within its community. Women, minorities, and persons with disabilities are encouraged to apply. Additionally, Wipro prohibits discrimination in employment on the basis of sexual orientation, gender identity or gender expression. At Wipro, we endeavor to provide a formidable platform for professionals who will be our change agents - catalysts who are torchbearers of our fortitude to excel and redefine the limits of technology to make our clients successful. Our hiring team focuses on the recruitment of talented professionals in the industry. If you are experienced in the pursuit of excellence in IT and looking for challenging opportunities to actualize your fire within, look no further. A career at Wipro offers just that and a lot more.