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Field Services Engineer

Wipro Limited - Adelaide, SA

Source: uWorkin


About Wipro:

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 175,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

Wipro in Australia:

Wipro started its journey in Australia over 20 years ago and has been a pioneer of new age, disruptive and transformative innovations. Our presence in Australia has been strengthened with several transformational programs that have been successfully delivered over the years in both private and public sectors.

We are actively working with several enterprises and the federal and state government departments and agencies to drive innovation by leveraging our expertise in hybrid Cloud, analytics, application modernization and artificial intelligence.

Our ambition is to be the trusted partner for our clients in their pursuit of agility, efficiency and digitization.

We have been recognized as one of the world’s most ethical companies in 2017 by the Ethisphere Institute for the sixth successive year. We were awarded the Silver Class Sustainability Award 2017 in RobecoSAM’s annual Corporate Sustainability Assessment (CSA). We also received an ISG Special Award in 2018 in recognition of our significant contribution to the sourcing industry.

With over 2,000 employees in Australia, we are committed to increase localization. We serve over 55 customers in Australia across diverse industry segments, with at least a third listed in the top 100 ASX. These include:

· Top Australian retailer

· Major departments in federal and state government

· Top 3 telecom companies

· Top 3 insurance firms

· Largest operator of oil & gas production

· 2 of the top 3 gas & electricity retailers in Australia

· 2 of the Top 3 universities

· Top water utilities companies

· Top 2 transmission & distribution companies

Synopsis of Position – Engineer – Field Service Engineer

End User Support Experience

o Five to six (5-6) 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.

o Excellent Customer management skill,

o Good in oral and written communication

o Self- Driven and result oriented.

o Really passionate about the work

o Takes proactive ownership and works with sense of urgency

Hardware Troubleshooting and Repair

o Skilled in desk side support for Installing & L2 level troubleshooting of Operating Systems,

o L2 level experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories

o Good knowledge of enterprise LAN and WAN setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites

o Ability to lift / move computer equipment weighing up to 50Lbs.

o Conference room A/V equipment assistance & troubleshooting

o L2 level VOIP phone configuration & troubleshooting

o Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability

Operating System & Software

o Expert in desk side support for Installing & troubleshooting Operating Systems (Windows / MAC/Linux OS)

o Experience with Anti-spyware and Anti-virus software.

o Deep dive analysis of OS and application issues including antivirus or others

o Good knowledge on installation and troubleshooting of standard software’s / application like Adobe, browsers

o Good knowledge on installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive)

o Good knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles

o Good knowledge in configuring mail & troubleshooting of Mobile Device Management system ( Airwatch / Xenmobile / Mobile iron etc),

o Understanding on Data backups,

o Understanding and troubleshooting for VDI, SCCM / LanDesk / Altris,

o Good knowledge in configuration & troubleshooting of Apple machines /mobile devices

Tools & Process

o Knowledge and experience on Service requests, incident, problem management and change process,

o Experienced in repeat call analysis with preventive & corrective actions

o Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.

o Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),

o Mentoring & training L1 resources

o Reviewing and maintaining KB articles

o Contribution towards automation & service improvements

o Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines and avoid Rework

o Analysis and reporting of pending tickets, SLA breaches, rework, DCSAT ,top call issues and ticket quality.

“Wipro believes in the power of diversity in the workforce and we encourage applications from people of Aboriginal and Torres Strait Islander descent.”