L2 Technical Support

Wipro; Richardson (TX); On-site; USD 45,000 - 110,000; Full time

Benefits offered by this job

Medical and dental benefits options

Disability insurance

Paid time off including sick leave

Job summary

Wipro is seeking an IT Support professional in Richardson, Texas, to provide Level 2 support and deliver exceptional customer service. The role requires strong Azure skills, experience in incident management, and problem-solving abilities. You will manage high-priority tickets, collaborate with technical teams, and work on various tasks. The expected salary range is $45,000 to $110,000, and the position includes access to Wipro's comprehensive benefits package.

Qualifications

• 5-8 years of experience in IT Service Management.
• ITIL Foundation Level Training or knowledge required.
• Ability to work collaboratively with technical teams.

Responsibilities

• Provide Level 2 support for issues raised by L1.
• Deliver outstanding customer service by addressing queries.
• Issue resolution according to defined SLAs.

Skills

Azure skills with Database hands-on experience

Customer service orientation

Incident management

Problem-solving ability

Ability to manage multiple tasks

Job description

Key Responsibilities

• Provide Level 2 support for issues raised by L1.
• Deliver outstanding customer service by addressing queries promptly and effectively.
• Issue resolution in accordance with defined SLAs, ensuring accuracy and timeliness.
• Triage high-priority tickets and collaborate with Level 3 and Level 4 teams for resolution.
• Maintain runbook for the new SLA’s [temporary and permanent changes].
• Monitor email queues, ensuring timely response and escalation when required.
• Maintain detailed documentation of issues, resolutions, and escalations.
• On-call support during non-working hours.

Required Skills & Experience

• Azure skills with Database hands-on experience.
• Strong customer service orientation with problem-solving ability.
• Experience in incident management and ticketing systems.
• Ability to work collaboratively with technical teams and escalat\e issues appropriately.
• Demonstrated ability to manage multiple tasks and prioritize effectively.

Key Skills and Competencies

• Excellent people management and operational skills
• Ability to interact with all levels of the Customer and IT provider organization
• Good presentational skills
• Effective communication skills
• Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues
• ITIL Foundation Level Training or knowledge required, preferred ITIL SO intermediate certification
• 5-8 years of experience in IT Service Management

The expected compensation for this role ranges from $45,000.00 to $110,000.00.

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.