Information Technology Support Specialist

• Provide onsite services to Wipro customer in site specific management model.
• Transition services from the existing incumbent / employees and document the System maintenance and technical document(SMTD) and Execution Process Document (EPD).
• Continued upkeep of the documentation.
• Continuous service to the designated customer site users after transition completion with service scope and frequency tailored to site specific requirements.
• Detail of Services:
• The service provider will ensure that the technician working at customer site are having work permit and Identity to perform the role.
• The service provide will be responsible to ensure technician is having clean background free of crime, theft, drugs.
• The service provider will be accountable of ensuring that technician is reaching site in time and delay, absenteeism and misconduct are completely avoided wherever possible.
• The technician must be professional in attitude and attire and courteous with end users.
• Technician must be business proficient with local language and English and must not need any translation support .
• Technician and backup technician will be finalised with the customer; where possible every month same technician will be assigned the site and during planned absence the backup technician will be assigned.
• Onsite technician will pick up for the location all the tickets logged in fresh Service or other ITSM tool from specific resolver group needing onsite intervention.
• Technician will log opening / closure status in ITSM.
• The onsite appointment will be aligned by customer looking at new joiner / leaver activity.
• Technician will provide necessary onsite support.
• During onsite visit, the technician will perform routine check, health check, upkeep tasks such as rebooting wireless access points, router resets etc.
• Technician will be provided laptop at customer location; it will remain at customer location. Technician will be provided necessary tools e.g. LogMeIn and access ( admin if needed )
• Technician must maintain accurate record of onsite activities, IMACs, incidents, asset movements and provide regular report on support activities, ticket volume and SLA adherence.
• Working day for technician will be 8 hours excluding breaks and travel times and working time will be decided based on customer location.
• Support will be limited to logged tickets. If ticket volume exceeds 1 day, the second day may be considered and adjusted in BAU.
• Service includes manpower costs, facility costs and basic infrastructure which includes standard workstation with MS operating system and MS Office.
• There will be no additional cost due to holiday, sickness and other factors.

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