Lead Technician

2 weeks ago

Austin, Texas, United States Wipro Limited Full time
Austin, Texas

  • Tech Hiring
***
About Wipro: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.

We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.

A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.

We deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
- **A PROUD HISTORY OF OVER 75 YEARS**:

  • FY22 REVENUE 10.

4 BN USD:
-
WE'RE PRESENT IN 66 COUNTRIES:


  • OVER 1,400 ACTIVE GLOBAL CLIENTS

Role:
Lead Technician

Job Description (Responsibilities)

Support Platforms

Operational Scope

  • Billing questions and inquiries
  • Cancellation requests
  • Mobility portal list
  • Device upgrades
- eFax request fulfillment

  • Add/Cancel/Troubleshoot eFax services
  • Configure eFax through Retarus
  • Triage assisting end users in locating the correct support teams. (Apple Service Desk, Managed Mobility, MS Auth, Calero, their Carrier, their device's manufacturer)
  • Provide activation and configuration documentation

Carrier Support

  • Tasks performed with all carriers:
  • Device ordering
  • Line suspension via the portal in the event of a lost or stolen device.
  • Line cancellations (red button terminations) | Liaison with telecom management and legal
  • Connectivity issues (SOS, no service, calls/texts no longer functioning while off of Wi-Fi)
  • Device and site availability updates to accommodate supply changes, promotions, and backorders.
  • Porting between carriers
  • Accessing carrier portals to gather reports and verify line information as required.

Escalations/Exceptions:

  • Urgent requests must be promptly addressed and cannot go through the standard process (MiFi/Exchanges)
  • Activation escalations (wiped/reinstalled devices, eSIMs, port issues, user delayed activation, users turned away from carrier support, etc.).
  • Support field representatives with sameday mobile device replacement.
  • Urgent/VIP Requests: identifying urgent or high priority requests
  • Mobile device refurbishment
  • Fixed telephony (tickets, orders, invoices, reports)

Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.

  • Technical Support
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.

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