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title: technical support engineer
requisition id: 24221
country/region: mx
technical support engineer
technical support engineer
1 to 3 years of experience in the role:
1. formatting and loading of ios mac image, windows, computer equipment.
2. managing remote access to computers via microsoft teams or microsoft quick assist.
3. technical knowledge of the hardware of pcs, computers, laptops, and their peripherals.
4. replacement of parts of computer equipment, laptops, desktops, and peripherals.
5. installation, preventive and corrective maintenance to laptops, desktops, and peripherals.
6. knowledge of printing equipment.
7. knowledge of physical and wireless networks.
8. installation and configuration of w10 and w11 operating systems.
9. microsoft 365 installation, configuration, and support.
10. email settings and reliable information backups.
11. perform software and application updates.
12. knowledge of mcafee / trellix antivirus.
13. basic english.
the purpose of the role is to resolve, maintain and manage client's software/hardware/network based on the service requests raised from the end-user as per the defined slas ensuring client satisfaction.
ensure timely response to all tickets raised by the client end user.
service request solutions by maintaining quality parameters.
act as a custodian of the client's network/server/system/storage/platform/infrastructure and other equipment to keep track of their proper functioning and upkeep.
keep a check on the number of tickets raised (dial home/email/chat/ims), ensuring right solutioning as per the defined resolution timeframe.
perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction.
provide acceptance and immediate resolution to high priority tickets/service.
installing and configuring software/hardware requirements based on service requests.
100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations.
provide application/user access as per client requirements and requests to ensure timely solutioning.
track all tickets from acceptance to resolution stage as per the resolution time defined by the customer.
maintain timely backup of important data/logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction.
coordinate with the on-site team for complex problem resolution and ensure timely client servicing.
review the log which chat bots gather and ensure all service requests/issues are resolved in a timely manner.
presential in office rotative: san angel, santa fe and av. Chapultepec, monday to friday.
wipro offers: benefits above law, full payroll, constant training, and growth opportunity.
wipro is an equal employment opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.
deliver
no performance parameter measure
1. 100% adherence to sla/timelines
2. multiple cases of red time
3. zero customer escalation
4. client appreciation emails
if you encounter any suspicious mail, advertisements, or persons who offer jobs at wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this id as it is not monitored for resumes and career applications.
any complaints or concerns regarding unethical/unfair hiring practices should be directed to our ombuds group at ombuds.person@wipro.com.
we are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.
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