Desktop Support - L3

Wipro Technologies; Toronto; On-site; CAD 55,000 - 70,000; Full time

Job summary

Wipro Technologies is seeking a skilled Desktop Support - L3 technician to lead a team providing top-notch IT support in Toronto. The successful candidate will have a blend of technical and leadership experience, ensuring customer satisfaction and operational excellence in desktop support. This role offers a unique opportunity to drive digital transformation while enjoying a supportive and inclusive workplace environment.

Benefits

Inclusive and accessible workplace

Support for persons with disabilities

Qualifications

• 3-5 years of experience in Desktop Support.
• Strong background in IT field services.
• Previous management experience in customer support preferred.

Responsibilities

• Lead a team of decentralized desktop/network support technicians.
• Ensure customer satisfaction and manage service delivery.
• Perform ticket analysis for trends and issues.

Skills

Analysis & Problem Solving

Planning/Organizing/Work Management

Learning Agility

Project Coordination / Management

Strong oral and written communications

Building Trust

Education

Associate degree

ITIL Foundations

A+ Certification

Project Management Certification

Job description

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Work with us

Title: Desktop Support - L3

Requisition ID: 77835

City: Toronto

Country/Region: CA

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Experience:
associate degree and/or 5-15 years of experience.
Strong background of proven success in IT field services required.
Previous management experience of 1st and 2nd level desktop / network support team preferred.
Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support. Transition Management experience is nice to have.

S͏kills

• Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customer’s organization

• Understand & prepare queries on solution, scope, SLA and RLS etc. after completely understanding SOW document.
• Prepare and publish requirement register as per technology stack & asset landscape
• Build account/customer specific governance plan to track the operations
• Proactively Manage Risks by identification, Documentation & Notification proposed mitigation Manage Risks (People / Process / Technology Solution)
• Complete technical Screening (Internal & External) for BAU fitment
• Verify Access to Infra & Systems, Backup Coverage and Monitoring Coverage. Ensure all members of BAU team are having access as per RBAC on the in-scope devices.
• Ensure any documentation defined as a contractual deliverable is prepared and signed off with all the required stakeholders within the required timelines
• Articulate Mitigation Plan for Identified risks to Transition and Go Live readiness & also acquire the customer sign off on the same
• Perform ticket analysis to identify repetitive tickets, projection, trends & priority. Identify top call contributors
• Complete ownership BAU Delivery governance to achieve SLA and timely ticket resolution and proper updates
• Hands-on involvement in BAU operation should there be a delay in BAU SME onboarding or until the completion of their onboarding

͏

Certifications:
ITIL Foundations, Industry standard technical certifications, such as A+, and Project Management certification preferred.

Leadership:
Position requires strong leadership to mentor a team of decentralized 2nd level desktop / networking support technicians.

Ownership of customer satisfaction across numerous sites and levels of management also required. Previous leadership experience in an end user services environment is preferred with the ability to lead teams of contractors for network/server/storage infrastructure projects. Experience in this area is not required but a familiarity with it is preferred.

Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.

Participating in an on-call shift is also part of the job. Some travel may be required to help other sites and attend calls at customer locations

“Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicates 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.”

Mandatory Skills: Desktop Support.Experience: 3-5 Years.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us [e-mail] . 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 [e-mail] .

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.