“IT Support Engineer Careers at Wipro | Hiring for 2025”

A Complete Guide to IT Support Engineer Roles & Responsibilities

In the ever-evolving digital landscape, IT support plays a crucial role in ensuring seamless business operations. Organizations like Wipro rely on skilled professionals to resolve, maintain, and manage software, hardware, and network infrastructure efficiently. If you’re looking for an opportunity in IT support services, technical support, or IT infrastructure management, this role offers an excellent platform to enhance your technical expertise, troubleshooting skills, and customer service abilities while ensuring client satisfaction.

Role Purpose

The primary goal of an IT Support Engineer is to address service requests, technical issues, and network management tasks raised by end users, ensuring all IT-related concerns, system configurations, and hardware installations are resolved within the defined Service Level Agreements (SLAs). This role is essential in maintaining the smooth operation of a company’s IT infrastructure, cloud computing environments, and cybersecurity protocols.

Key Responsibilities

As an IT Support Engineer, your daily tasks involve handling hardware support, software troubleshooting, IT service management (ITSM), and network security monitoring. Here’s what the role entails:

Timely Ticket Resolution

• Ensure a prompt response to all technical support tickets raised by end users.
• Adhere to quality standards in IT service delivery while providing effective helpdesk solutions.

Network & Infrastructure Management

• Act as a custodian of the client’s IT infrastructure, including networks, cloud storage, servers, and cybersecurity frameworks.
• Monitor and maintain system performance, IT security compliance, and firewall configurations to ensure efficiency.

Service Request Handling

• Keep track of IT service requests, remote desktop support, and system access permissions received via email, chat, and IT management systems (IMS).
• Prioritize and resolve high-priority service tickets, VPN issues, and system downtime events in a timely manner.

Root Cause Analysis & Problem Resolution

• Perform root cause analysis (RCA) for recurring technical issues and implement IT best practices for troubleshooting.
• Implement preventive measures, system updates, and security patches to ensure long-term IT stability.

Software & Hardware Configuration

• Install and configure operating systems, enterprise applications, cloud solutions, and endpoint security tools as per client requirements.
• Manage user access requests, Active Directory permissions, and two-factor authentication (2FA) settings efficiently to avoid system vulnerabilities.

Adherence to SLAs & Client Expectations

• Ensure 100% adherence to IT service management SLAs, compliance policies, and cybersecurity protocols.
• Minimize escalations by providing efficient, high-quality resolutions for IT infrastructure issues.

Data Backup & System Management

• Maintain periodic data backups, disaster recovery plans, and system log monitoring for security and reliability.
• Work closely with on-site teams, IT administrators, and cloud security specialists to resolve complex technical issues.

Automation & AI-Based Support

• Monitor chatbot logs, IT automation tools, and AI-driven IT support solutions to ensure timely action on all reported issues.
• Leverage AI-based IT service management (AIOps) tools to streamline IT support processes.

Performance Metrics & Deliverables

• SLA Compliance: Ensuring all IT service tickets and network troubleshooting issues are resolved within the defined timeframe.
• Customer Satisfaction: Aiming for zero escalations, enhanced IT service delivery, and end-user experience optimization.
• Client Feedback & Appreciation: Providing seamless IT support, cloud computing assistance, and proactive IT maintenance that results in positive client feedback.

Why Choose This Role?

If you’re passionate about IT troubleshooting, cloud computing, cybersecurity, and enterprise network management, this role offers numerous benefits, including:

• Career Growth: Opportunities to work with cutting-edge technologies, IT security frameworks, and cloud-based solutions at Wipro.
• Diverse Exposure: Gain experience in network security, cloud computing, IT operations, and system automation.
• Problem-Solving Challenges: Enhance technical analysis, troubleshooting methodologies, and IT asset management skills through real-world technical issues.
• Interaction & Communication: Work closely with enterprise clients, system engineers, and IT leadership teams to improve service efficiency and IT governance.

Final Thoughts

An IT Support Engineer plays an integral role in maintaining business continuity, IT system reliability, and digital transformation initiatives by providing reliable IT solutions. If you’re looking for an exciting career in IT support, cloud administration, enterprise security, and infrastructure management, this role at Wipro is an excellent opportunity to develop technical skills, work on real-world IT challenges, and contribute to business success.

Are you ready to embark on a rewarding IT career? Explore IT support roles at Wipro today!