IT Support Engineer

Role : IT Support

Duration : Long Term

Responsibilities

  • Resolve client concerns within defined service levels
  • Adhere to existing corporate-established policies, procedures, standards, guidelines, and practices
  • Coordinate, assign, and resolve Tier 1 and 2 level computer or network problems
  • Apply sound judgment in determining priority and escalation of issues to appropriate parties
  • Distribute software to workstations and modify network group enrollments within Wipro
Participate in rotating on-call shifts, providing 24-hour technical support for our clients, seven days per week

  • Participate in specialized project teams, representing the Customer Support Centre
Assist Team Lead with planning and organizing Customer Support Centre project activities

  • assist in the creation of process and procedure documentation
Qualifications

  • ITIL Foundations designation preferred
  • 2-3 years of experience in a technical customer support environment or in an Information Technology Support Services role
  • Able to clearly communicate verbally and in writing to internal and external clients, vendors, team members, and management
  • Strong analytical and problem-solving skills with particular focus on determining customer needs and resolving technical problems
  • Excellent listening skills are required to support the thorough understanding of the customer’s problem, interpretation, communicating and managing
  • Ability to follow processes and procedures that support timely resolution to customer’s problems

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