Field Service - Tech Bar Associate

Role - Field Service - Tech Bar Associate
Location: Atlanta GA (Onsite)
Client - Wipro
Duration - Fulltime
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Primary Skill (Technical Skill)
Tech Bar Support, Walk-in User Assistance, Desktop/Laptop Troubleshooting, Hardware Break Fix, ServiceNow Ticketing, Windows 11, Microsoft 365, Basic Mac Support, Asset Coordination, SCCM Imaging, Mobile device support (iOS, Android).
Secondary Skill (optional)
Customer Centricity
Educational Qualifications
A+, BS or Diploma or Equivalent Experience
Experience Level
2+ years of experience in onsite Tech Bar, walk-in support, desktop support, or field services environment.
Job Description
Role & Responsibilities
Provide high-quality Tech Bar and walk-in support services for end users, including:
1. Provide front-line Tech Bar support for walk-in users, including issue intake, troubleshooting, resolution, and escalation when required.
2. Troubleshoot laptops, desktops, peripherals, mobile devices, printers, collaboration tools, and standard business applications.
3. Support new hire onboarding, device setup, user profile configuration, software installation, and basic hardware replacement.
4. Perform Windows 11 imaging, workstation provisioning, device refresh support, and endpoint configuration as per customer standards.
5. Ensure all Tech Bar activities follow security, compliance, privacy, and customer process requirements.
6. Maintain accurate asset records for device issuance, returns, swaps, accessories, loaner devices, and depot stock coordination.
7. Create, update, and manage ServiceNow tickets with clear work notes, accurate categorization, timely follow-ups, and SLA adherence.
8. Provide professional, customer-focused support at the Tech Bar and coordinate with resolver teams, vendors, and field services as needed.
9. Maintain onsite availability during Tech Bar operating hours and support nearby office locations or extended coverage as required.
Required Candidate Profile
(Job Requirements/Descriptions)
Profile: Tech Bar Associate (Field Services - Onsite Walk-in Support)
Skills:
1. Hands-on experience providing walk-in Tech Bar support for desktops, laptops, peripherals, accessories, and standard applications.
2. Strong customer communication skills with the ability to explain technical issues clearly and professionally to end users.
3. Good troubleshooting and problem-solving skills with the ability to work well with diverse users, teams, and resolver groups.
4. Experience supporting Windows 11, Microsoft 365, Teams, VPN, printers, mobile devices, and basic Mac OS issues.
5. Knowledge of incidents, service request, and knowledge management processes using ServiceNow or similar ticketing tools.
6. Ability to prioritize walk-in requests, manage queue volume, follow defined processes, and meet SLA expectations.
7. Ability to lift at least 50 lbs. and handle device movement, setup, and Tech Bar stock support.
Certifications:
A+ (required)
Dell WPD Technician
Client Environment :
Windows 11, Microsoft 365, Teams, ServiceNow, Dell laptops/desktops, printers, mobile devices, basic Mac OS support