• Provide initial-level onsite desktop and end-user support for client users and devices, following established procedures and under the guidance of senior technical personnel or the client’s Global NOC.
• Diagnose and resolve routine issues involving Windows operating systems, laptops, desktops, printers and standard peripherals using approved troubleshooting procedures.
• Provide standard operational support for Microsoft 365 applications, including Outlook, Teams, OneDrive and SharePoint, in accordance with documented procedures and Global NOC directions.
• Perform routine hardware maintenance, break/fix activities, equipment replacement and device installation using approved work instructions.
• Assist with basic LAN, Wi-Fi and VPN connectivity issues using prescribed diagnostic procedures, escalating issues outside the employee’s authority or competence to the Global NOC.
• Receive, update and progress assigned incidents and service requests through ServiceNow, Remedy or similar IT service-management systems, in accordance with agreed priorities and service levels.
• Liaise with the Global NOC,
senior support personnel and approved vendors when required, and implement technical instructions within the scope of assigned work.
• Provide professional onsite assistance to users and, where reasonably required and properly authorised, participate in scheduled or approved after-hours support.
• Maintain accurate service records and promptly escalate unresolved, complex, security-related or out-of-scope issues for further technical review.
• Bachelors degree in Computer Science or IT
• 0 to 3+ years of experience in technical support, customer service or help desk environments.
• Knowledge of Windows & MacOS installation and configuration. •Understanding of LAN, WAN, VPN, DHCP, DNS, DNS and basic Wi-fi router setup.
• Knowledge on troubleshoot and repair desktops, laptops, printers, scanners and mobile devices (iOS/Android).
• Proficiency with Active Directory, Microsoft 365, ticketing systems such as ServiceNow.
• Transparent verbal and written communication skills to help assist partners who are not technically adept.
📌 Systems Test Engineer (Sydney)
🏢 Wipro
📍 Sydney