Mobile Service Technician

4 weeks ago

Plano, United States Wipro Full time

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: Mobile Device Support Engineer (TOUGHBOOK SUPPORT)

Location : Plano, TX.


Essential Skills & Responsibilities:


  • Experience in supporting GETAC Toughbook /Rugged Case Laptops, preferably in a mobile technology environment.
  • Strong experience in remotely supporting GETAC/Panasonic Toughbooks and other business users and troubleshooting issues efficiently.
  • Experience with SIM card activation processes and experience in configuring SIM cards for Toughbooks devices.
  • Proficiency in downloading drivers from Getac's website and remotely installing them on Toughbooks devices.
  • Excellent technical troubleshooting skills for Toughbooks hardware, software, and connectivity problems.
  • Knowledge of mobile network technologies and the ability to diagnose and resolve network-related issues.
  • Strong documentation and organizational skills to maintain detailed records and update knowledge base article.
  • Effective communication skills to provide clear instructions and support to Toughbooks users.
  • Ability to work independently and prioritize tasks to meet support service level agreements (SLAs).
  • A proactive and customer-focused attitude, striving to deliver exceptional support and user experience.
  • Experience in handling calls as part of IT Service model by maintaining Average speed to answer (ASA), First call resolution (FCR), CSAT
  • Participate in Major incident management process.
  • Familiar with Incident management, Change management, Problem management, Service Request
  • Familiar operating with ServiceNow ITSM tool
  • Basic knowledge on Asset tracking and updates
  • Good knowledge on mitigating vulnerabilities and patching device
  • Participate in Hardware and OS refresh activities.


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.

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