Desktop Support

Job Description

Job Title: Desktop Support - Nivel Intermedio

City: Mexico City

State/Province: Mexico

Posting Start Date: 12/18/25

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at

Job Description:

Desktop Support – Nivel Intermedio
Título del puesto:

Desktop Support – Nivel Intermedio

Ubicación:

Mexicali, Baja California, México (Onsite en planta del cliente)

Tipo de contrato:

Full-time, Presencial (lunes a viernes)

Descripción del rol:

Estamos buscando un profesional para brindar soporte técnico en sitio, enfocado en la administración y mantenimiento de equipos de escritorio. El candidato será responsable de garantizar la operación continua de los dispositivos y herramientas tecnológicas en la planta del cliente.

Responsabilidades principales:

• Proporcionar soporte técnico de primer nivel (L1) y escalación a segundo nivel (L2) cuando sea necesario.
• Diagnóstico y resolución de problemas relacionados con hardware y software en equipos de escritorio.
• Administración y configuración de dispositivos mediante Microsoft Intune .
• Asegurar el cumplimiento de políticas y procedimientos de TI establecidos por el cliente.
• Documentar incidencias y soluciones en las herramientas de gestión correspondientes.

Requisitos:

• Experiencia previa en soporte técnico de escritorio (mínimo nivel intermedio).
• Conocimiento en herramientas de administración de dispositivos, especialmente Intune .
• Habilidad para trabajar en sitio y cumplir con horarios establecidos.
• Inglés nivel B1 o inferior (lectura y comprensión básica).

Competencias deseadas:

• Capacidad para resolver problemas de manera eficiente.
• Buenas habilidades de comunicación y trabajo en equipo.
• Orientación al servicio y atención al detalle.

Condiciones:

• Rol 100% presencial en la planta del cliente.
• Disponibilidad para trabajar de lunes a viernes.

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Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client's network/ server/ system/ storage/ platform/ infrastructure and other equipment's to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

No

Performance Parameter

Measure

1.

100% adherence to SLA/ timelines

Multiple cases of red time

Zero customer escalation

Client appreciation emails

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Mandatory Skills: Desktop Support .

Experience: 1-3 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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