WiproRole &
Responsibilities · Act as the local onsite network maintenance resource for customer sites under Wipro direction. · Knowledge of DNS, DHCP, AD, Implement and document network configurations, policy deployments, and validation activities, including support for access control, authentication policies, related network configurations, and testing. · Provide bilingual coordination in English and Japanese; Japanese, and English capability is strongly preferred. · Perform hands-and-feet support, including power cycling, cable patching, device checks, and visual inspection. · Support replacement wiring, structured cabling changes, labelling, port mapping, and post-replacement verification. · Assist offshore L2/L3 teams during troubleshooting, controlled cutover, validation, and hypercare activities. · Coordinate with site managers, customer IT teams, field partners, carriers, and OEM support teams for incident resolution. · Provide onsite support for LAN, WLAN, SD-WAN CPE, access switches, APs, routers, and related network equipment. · Support site surveys, physical readiness checks, rack/stack verification, equipment removal, and disposal coordination. · Record site observations, photos, port details, serial numbers, and closure evidence in agreed templates and ITSM tools. · Escalate risks, access constraints, safety issues, and unresolved incidents through defined Wipro and customer channels. ·
Skills Must have Nice to Have
(Core & Top-Up) · Hands-on experience in onsite network support, field maintenance, or enterprise network deployment. · Working knowledge of LAN, WAN, WLAN, SD-WAN, routing, switching, VLANs, cabling, and access layer troubleshooting. · Ability to support Cisco Meraki MX, MS, and MR devices under remote SME guidance. · Experience with rack/stack, patching, AP mounting support, device replacement, cabling checks, and port tracing. · Understanding of onsite change execution, rollback support, maintenance windows, and post-activity verification. · Ability to capture accurate site documentation, photos, asset details, and activity closure evidence. · Bilingual English and Japanese communication capability is mandatory where Japan-facing coordination is required. · Multilingual Japanese, Chinese, and English capability is preferred for regional site coordination across Japan and China.
Process & Tools · Follow ITIL-aligned incident, problem, change, service request, and escalation processes. · Update tickets, activity logs, closure notes, and evidence in ServiceNow or agreed ITSM tools. · Follow approved site access, maintenance window, change approval, and health and safety procedures. · Vendor, carrier, OEM, and field partner coordination for onsite call closure. ·
Behavioral Skill · Strong customer-facing communication with professional business etiquette across regional stakeholders. · Ability to coordinate calmly during critical incidents and maintenance windows. · Disciplined documentation, timely escalation, and attention to onsite execution quality. · Willingness to work in onsite, dispatch, and approved 24x7 support models.
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