Business Analyst - Mississauga, Canada - Wipro Limited

Wipro Limited

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview:

Are you passionate about IT? Do you enjoy working in a fast-paced and dynamic work environment?
Culture and core values are an integral part of working at Wipro. Our company values are our bedrock. They define, make and help us grow. Our character and destinies are energized by our values. We challenge the status quo and continual improvements with constant learning.

Working onsite, the IT technician would be responsible for providing break-fix support of business, and operational critical IT systems at the client?s environment.

Through existing service management processes, the technician will make every effort to restore functionality in accordance with customer service level objectives and service level agreements.

While technical skills are important to the role, customer-centric focus, ownership and proactiveness are key essential qualities to pursue this position.

Key Responsibilities:

Ensuring the resolution of incidents assigned in the agreed SLA as well as reassignment of incidents to the appropriate teams before the SLA breach is the most important part of this role.
Handling the troubleshooting for all escalated calls from the service desk, customer stakeholders and documenting all the actions performed.
Acting as the liaison between customer staff, managers, and offshore support teams to assist with troubleshooting reported issues and providing operational impact info.
Troubleshooting issues related to hardware, software, and any associated repair/replacement of the equipment, peripherals, or components.

Carrying out preventive maintenance activities of assets according to the agreed frequency and SOPs.

Ensuring that spares, parts, and consumable stocks are used as per the standard procedures and also reporting the use of such spares or consumables in the EOD report shared to the manager.
Performing backup roles if any need and internal teams request so.

It is necessary for all to have been exposed to first and second-level roles as well as have experience with the incident escalation process. Should be available to support any emergency call even on the off days, if required.

Carry out structured cabling including cutting, running, tying, and crimping ethernet, switchboard, coaxial, fiber, and power cabling.
Install/Move/Add/Remove(IMAC) network servers, carrier grade switches, routers, storage, and transport gear.

Skills/ Qualifications:

Prior experience on Airport environment and IT systems will be a plus

Should be well versed with ITIL fundamentals and using ITSM tools for Incident, Change, Service and problem management.

Should have prior experience in Hardware support and preferably A+ certified. CCNA or Network+ certification would be an advantage.
General knowledge of equipment in common use in Datacenter/Cable/Cell Site and remote sites, including installation and basic turn up/testing.
Able to interpret Telecommunication Blueprints, Schematics, and Specs and able to install equipment to specification.

Basic Requirements:

Physical ability to lift 30 pounds hardware equipment and to work in confined spaces.
Should be a good team player and open to working in 24/7 rotational shifts.
Generic knowledge of PC Hardware and Windows, Linux and other OS.
Should be eligible to obtain security clearance from Transport Canada and Restricted Area access from Airport authorities
Incumbent should be keen and ready to pursue any licenses or certifications which might need to be taken from time to time.