Desktop Support Engineer
Role Overview
Provide on-site desktop and end-user computing support at client locations agreed with Wipro.
Key Skills for This Role
Full Job Posting
Role
Provide on-site desktop and end-user computing support at client locations agreed with Wipro.
Key responsibilities
- Deliver field-based desktop support, including to VIPs and senior stakeholders, with a focus on customer satisfaction.
- Log, categorize, and validate incidents and service requests in the ITSM tool.
- Perform first- and second-line EUC troubleshooting, aiming for high first-time-fix rates.
- Route and reroute tickets to the appropriate resolver groups under agreed processes.
- Escalate unresolved tickets in accordance with CBL escalation procedures and SLAs.
- Participate in on-site meetings with the Wipro Field Services Lead as required.
- Support and participate in regular operational and corporate IT drills conducted by CBL.
- Maintain clear documentation, ticket updates, and handovers.
Required EUC and desktop support skills
- Strong hands-on experience supporting Windows 11 desktops and laptops.
- Experience with hardware diagnostics, break/fix, device swaps, and peripheral support.
- Proficiency with Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office.
- Working knowledge of Active Directory or Entra ID, including user accounts, groups, and access issues.
- Expertise with Intune / Endpoint Manager for device compliance, Autopilot, and laptop build management; PowerShell scripting.
- Experience troubleshooting VPN, MFA, and LAN/Wi-Fi connectivity issues.
- Printer and scanner support experience, including on-site configuration.
- Strong communication and customer service skills, particularly when supporting VIP users.
- Understanding of ITIL-based incident and service request management.
Desirable experience
- Nexthink experience for endpoint analytics, device health monitoring, and proactive troubleshooting is desirable.
- Ability to interpret Nexthink insights to identify root causes and end-user performance issues is desirable.
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