IT Field Support Engineer

About Wipro

Wipro is a leading global information technology, consulting, and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and drive success. Recognized globally for our comprehensive portfolio of services, strong commitment to sustainability, and responsible corporate citizenship, we have over 260,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and bold new future.

About the Role:

Job Title: IT Field Support Engineer

Location: Zwolle, Netherlands

Responsibilities:

• Provide Level 1 support for end-user incidents and service requests, ensuring timely resolution in line with defined SLAs.
• Handle basic IT issues including system troubleshooting, application installations, network patching, and printer support.
• Manage asset requests, coordinate with stakeholders during refresh cycles, and assist in hardware deliveries and returns.
• Maintain detailed documentation of incidents including root cause and resolution, ensuring proper ticket updates.
• Coordinate with users via mailbox management, responding to queries and providing regular updates.
• Support end users at the Tech Bar, resolving walk-in issues and offering guidance on IT equipment and processes.
• Install OS images on desktops and laptops as per organization standards and assist with initial setup.
• Maintain process and knowledge documentation specific to the location.
• Collaborate with other IT teams for issue escalation and resolution as needed.
• Demonstrate strong customer service skills, managing expectations and ensuring a positive support experience.
• Assist in generating basic reports and identifying patterns in incidents for continuous improvement.

Required Skills and Qualifications:

• Minimum level experience in IT Field Services or Helpdesk/Deskside support roles.
• Good understanding of IT hardware (laptops, desktops, printers) and software applications.
• Familiarity with ticketing systems and SLA-based incident management.
• Knowledge of basic network troubleshooting and patching.
• Experience with OS image installation, device setup, and troubleshooting.
• Strong communication and customer-handling skills.
• Basic analytical skills to support reporting and trend analysis.
• Ability to manage multiple requests and prioritize tasks in a fast-paced environment.
• Comfortable with documentation and process maintenance.
• A valid driver’s license is required, as occasional travel between sites may be necessary.
• Has a professional level of Dutch language proficiency.

Diversity and Inclusion at Wipro:

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, marital status, age, ethnic and national origin, sexual and political orientation, disability status, or any other characteristic protected by law.