Job Summary

Progressive Technology, on behalf of our client Wipro, is seeking customer-obsessed, technically strong IT Support Engineers to deliver best‑in‑class L1/L1.5 end-user and infrastructure support across multiple Indian cities. You will troubleshoot hardware, OS, network, collaboration tools, and enterprise applications, manage tickets within SLAs, and drive first-contact resolution while following ITIL best practices. This is an excellent opportunity for immediate joiners who want to grow in a large-scale, process-driven, global IT environment.

Key Responsibilities

• Provide L1/L1.5 technical support for Windows/macOS, Office 365, Outlook, VPN, printers, basic networking, and endpoint security.

• Handle incidents, service requests, and change tasks using enterprise ticketing tools (e.g., ServiceNow, Remedy, Jira), ensuring SLA adherence and quality documentation.

• Perform user account administration (Active Directory / Azure AD): password resets, group memberships, mailbox permissions.

• Troubleshoot remote access (VPN, MFA), Wi‑Fi/LAN issues, proxy, DNS/DHCP basics.

• Install, configure, and patch end-user devices using SCCM/Intune or similar endpoint management tools.

• Coordinate with L2/L3/infra/network/security teams for escalations and problem resolution.

• Create/maintain knowledge base articles, SOPs, and user guides to improve first-time fix rates.

• Contribute to problem management & root-cause analysis to reduce repeat incidents.

• Educate end users on cybersecurity hygiene, collaboration tools, and IT policies.

• Participate in shift-based 24×7 support, including weekends/holidays as per roster.

Required Skills and Qualifications

• Bachelors degree / Diploma in Computer Science, IT, Electronics, or related field (B.Tech/B.E/B.Sc IT/BCA preferred).

• 0–3 years of hands-on IT support/helpdesk/service desk experience (freshers with strong fundamentals may also apply).

• Strong grasp of Windows 10/11, macOS basics, MS Office 365, Outlook configuration, AD/Azure AD, basic networking (TCP/IP, OSI, DNS, DHCP, VPN).

• Experience with at least one ticketing tool (ServiceNow/Remedy/Jira) and one endpoint management platform (SCCM/Intune).

• Familiarity with ITIL v3/v4 concepts (Incident, Problem, Change). ITIL Foundation certification is a plus.

• Certifications such as CompTIA A+ / Network+ / Microsoft (MD-100/MD-101) / AZ-900 are advantageous.

• Excellent spoken and written English communication; regional language skills are a plus.

• Strong customer focus, prioritization, and documentation abilities.

Experience

• Freshers to 3 years of experience in IT Support / Service Desk / Helpdesk.

• Prior experience supporting enterprise environments with SLAs and shift models is preferred.

• Exposure to remote support tools (e.g., TeamViewer, AnyDesk, Bomgar) is desirable.

Working Hours

• 24×7 rotational shifts (morning/evening/night) with two consecutive weekly offs as per roster.

• Willingness to work on weekends/holidays and provide on-call support when required.

• Hybrid/Onsite model depending on city/project allocation.

Knowledge, Skills, and Abilities

• Strong troubleshooting mindset and structured problem-solving.

• Ability to multitask across multiple tickets, queues, and communication channels (phone, chat, email, portal).

• High attention to accuracy, documentation quality, and process compliance.

• Ability to collaborate effectively with cross-functional technical teams.

• Continuous learning attitude towards new tools, cloud services, and security practices.

Benefits

• Competitive salary & shift allowances.

• Joining bonus / retention bonus for immediate joiners (project-dependent).

• Medical insurance and other corporate benefits as per Wipro policies.

• Certifications, training, and career path towards L2/L3 roles (Network, Cloud, Security, EUC).

• Exposure to world-class ITIL-driven service delivery and large enterprise environments.

Why Join

• Fast-track your IT career with one of Indias largest and most respected IT services companies.

• Work on enterprise-scale technologies, processes, and global user bases.

• Clear growth paths, continuous learning, and certification support.

• Immediate joining means you hit the ground running and accelerate your career trajectory.

How to Apply

1. Prepare your resume highlighting:

   • Notice period (0–30 days preferred)

   • Technical skills/tools (AD, O365, SCCM/Intune, ServiceNow, Networking)

   • Certifications (ITIL/CompTIA/Microsoft/Azure, etc.)

2. Email your CV with the subject line:
   IT Support Engineer – Immediate Joiner

3. Include:

   • Current CTC & Expected CTC

   • Notice period / Last working day

   • Preferred location(s)

4. Shortlisted candidates will undergo:

   • Telephonic/virtual technical screening

   • Managerial/HR discussion

   • Offer & onboarding