Field Support Engineer - FTE

Wipro • Minneapolis, NC

204d • $40,000 - $70,000

About The Position

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations. The role involves providing adequate support in architecture planning, migration & installation for new projects in own tower, leading the structural/ architectural design of a platform/middleware/database/backup, conducting technology capacity planning, strategizing & implementing disaster recovery plans, and managing day-to-day operations by troubleshooting issues and conducting root cause analysis.

Requirements

• 5-8 years of experience in Desktop Support.
• Proficient in supporting client workstations, printers, and peripheral equipment.
• Ability to proactively and consistently communicate with clients and colleagues.
• Experience in accurately and promptly recording all-time in ticketing systems.
• Ability to manage ticket queue and ensure all ticket notes and statuses are up to date.
• Experience in troubleshooting end-user technical issues and documenting all steps up through resolution.
• Ability to effectively multi-task to manage workload.
• Experience in collaborating on the improvement of operational effectiveness.

Responsibilities

• Provide adequate support in architecture planning, migration & installation for new projects in own tower.
• Lead the structural/ architectural design of a platform/middleware/database/backup according to various system requirements.
• Conduct technology capacity planning by reviewing the current and future requirements.
• Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/platforms.
• Strategize & implement disaster recovery plans and create and implement backup and recovery plans.
• Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes.
• Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower.
• Review the technical performance of own tower and deploy ways to improve efficiency.
• Develop shift roster for the team to ensure no disruption in the tower.
• Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance.
• Provide weekly status reports to the client leadership team and internal stakeholders.
• Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives.
• Forecast talent requirements as per the current and future business needs.
• Hire adequate and right resources for the team.
• Train direct reportees to make right recruitment and selection decisions.
• Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members.
• Build an internal talent pool of HiPos and ensure their career progression within the organization.
• Promote diversity in leadership positions.
• Set goals for direct reportees, conduct timely performance reviews and appraisals.
• Lead and drive engagement initiatives for the team.
• Track team satisfaction scores and identify initiatives to build engagement within the team.

Benefits

• Full range of medical and dental benefits options.
• Disability insurance.
• Paid time off (inclusive of sick leave).
• Other paid and unpaid leave options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services