Technical Support

Role Summary

Remote Tech Support (RTS) – L2 is part of Global Client Services, providing Level 2 technical support to our client full-time employees and vendors/contractors via Voice, Email, and Chat. The role focuses on incident ownership, timely resolution within SLAs, and delivering a high-quality end-user experience.

Roles & Responsibilities

• Act as the single point of contact for IT-related issues, ensuring effective troubleshooting, resolution, and escalation when required.
• Take end-to-end ownership of incidents, ensuring resolution within agreed SLAs.
• Handle and manage P1 and P2 incidents, providing timely status updates to authorized stakeholders.
• Identify, categorize, prioritize, and resolve incidents in line with Service Desk processes.
• Provide L2 support for:
• Cloud Desktop / VMware
• Microsoft O365 and Windows environments
• Cisco and Avaya contact center applications
• End-user hardware-related issues
• Ensure adherence to Wipro and client's policies, procedures, and compliance standards.
• Drive service excellence by meeting key metrics such as MTTR, CSAT, FCR, FCE, and End User Experience.
• Maintain accurate documentation and ticket updates in ServiceNow.
• Collaborate effectively within a diverse, global, and collaborative work environment.

Requirements / Skills

• Experience working with ServiceNow or similar ITSM tools.
• Strong knowledge of:
• Windows OS and troubleshooting
• Microsoft O365
• VMware Cloud environments
• Avaya applications
• Computer hardware and basic networking concepts
• Excellent problem-solving and analytical skills.
• Superior verbal and written communication skills, with the ability to explain technical concepts to users with varying levels of technical expertise.
• Familiarity with common Windows troubleshooting tools and techniques.
• Prior experience in IT Service Desk, Technical Support, or Customer Support is preferred.