Toughbook Specialist

5 days ago

Plano, Texas, United States Wipro Full time

About Wipro

Wipro Limited is a leading technology services and consulting company focused on delivering innovative solutions that address clients' most complex digital transformation needs. We leverage our comprehensive 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 with a Rich History

We are a company recognized globally for our strong commitment to sustainability and good corporate citizenship, with over 250,000 dedicated employees serving clients across 66 countries. Our company has a proud history of over 75 years, and we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

Our Global Presence

We are present in 66 countries and have over 1,400 active global clients. Our company is committed to delivering exceptional support and user experience to our clients, and we strive to deliver on our promises.

Job Role and Responsibilities

We are seeking a Toughbook Specialist to join our team. The successful candidate will have experience in supporting MDT (Mobile Data Terminal) devices, preferably in a mobile technology environment. The ideal candidate will have strong experience in remotely supporting MDT and other business users and troubleshooting issues efficiently.

Key Responsibilities

  • Experience in supporting MDT devices, preferably in a mobile technology environment.
  • Strong experience in remotely supporting MDT and other business users and troubleshooting issues efficiently.
  • Experience with SIM card activation processes and experience in configuring SIM cards for MDT devices.
  • Proficiency in downloading drivers from Getac's website and remotely installing them on MDT devices.
  • Excellent technical troubleshooting skills for MDT 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 articles.
  • Effective communication skills to provide clear instructions and support to MDT 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 devices.
  • Participate in Hardware and OS refresh activities.

Equal Employment Opportunity

We are an Equal Employment Opportunity employer and make 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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