Desktop Support Engineer (Executive L1) | Wipro

Experience: 2–4 Years

Role Level: Executive L1

Location: Client Site / 24×7 Operations

Role Summary

As a Desktop Support Engineer, your primary mission is to ensure seamless digital productivity for our end-users. You will provide front-line IT support, focusing on the troubleshooting, maintenance, and configuration of desktops, laptops, and peripheral hardware. Operating as an Executive L1, you are responsible for the high-quality, timely completion of service requests and incident tickets, ensuring that all technical issues are resolved within defined SLA timelines to maintain operational excellence.

Key Responsibilities

1. Technical Troubleshooting & OS Management

Incident Resolution: Provide day-to-day diagnosis and resolution for OS-related issues across Windows XP, 7, and 8 environments.
System Imaging: Perform OS builds using approved images and deployment tools such as WDS or Ghost.
Security Maintenance: Manually install antivirus updates and security patches on systems where automatic updates have failed; identify and remove malware to safeguard the network.
Hardware Support: Troubleshoot and resolve hardware malfunctions for multi-vendor systems including Wipro, IBM, HP, and Dell.

2. Configuration & Asset Management (IMAC)

Installation & Setup: Execute IMAC (Install, Move, Add, and Change) activities for desktops, laptops, printers, and scanners.
Software Support: Install and configure approved applications, email clients, and specialized end-user software.
Project Support: Lead desktop and phone setups for new project rollouts and office expansions.
Peripheral Care: Ensure all peripherals, including scanners and printers, are fully functional and integrated into the local network.

3. Network & Infrastructure Support

Connectivity: Maintain a solid working knowledge of TCP/IP networking, Ethernet cabling, and IP addressing.
Directory Services: Administer basic Active Directory tasks, including Group Policies and troubleshooting DNS/DHCP/WINS configurations.
Server Interaction: Support Windows Terminal Server environments and basic server-side end-user connectivity.

4. Operational Excellence & Communication

SLA Adherence: Manage the ticket lifecycle with precision, providing regular updates in the logging tool and meeting strict resolution deadlines.
VIP Support: Deliver high-standard customer service with specialized care for VIP users and executive leadership.
Proactive Analysis: Identify repetitive incidents and implement corrective actions to reduce future downtime.
Shift Flexibility: Demonstrate adaptability by working in 24×7 shifts and long hours as dictated by project demands.

Expected Skills & Competencies

Technical Proficiency: * Hands-on experience with Windows Client & Server OS.
- Knowledge of network infrastructure (Ports, IP, Hardware).
- Familiarity with Imaging tools (WDS, Ghost, etc.).
Behavioral Skills: * Strong analytical and problem-solving capabilities.
- Excellent interpersonal skills with a “customer-first” mindset.
- Ability to perform effectively under pressure and meet tight deadlines.

Qualification & Experience

Education: Graduation in any discipline (with significant IT exposure).
Experience: 2–4 years of relevant experience in Desktop Support or End User Computing (EUC).
Certification: ITIL Certification is highly preferred (optional).

Why Join Wipro?

Wipro is a global leader in digital transformation. As an Executive L1, you will be part of a purpose-driven team that values:

Continuous Learning: Access to training to build your understanding of the latest IT tools and methodologies.
Career Evolution: A clear path for growth within the IT infrastructure and cloud services domain.
Quality & Integrity: A commitment to “First Time Right” delivery and error-free implementation.

Ready to reinvent your career? Join Wipro and support the technology that powers global business.

More information

Job Location : Bengaluru, Pune
City : Pune
Company Name : Wipro

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To apply for this job please visit careers.wipro.com.