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Information Technology Support Specialist

Information Technology Support Specialist

On site

Coventry, United kingdom

Freelance

05-03-2026

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Job Specifications

Scope:
Provide onsite services to Wipro customer in site specific management model.
Transition services from the existing incumbent / employees and document the System maintenance and technical document(SMTD) and Execution Process Document (EPD).
Continued upkeep of the documentation.
Continuous service to the designated customer site users after transition completion with service scope and frequency tailored to site specific requirements.
Detail of Services:
The service provider will ensure that the technician working at customer site are having work permit and Identity to perform the role.
The service provide will be responsible to ensure technician is having clean background free of crime, theft, drugs.
The service provider will be accountable of ensuring that technician is reaching site in time and delay, absenteeism and misconduct are completely avoided wherever possible.
The technician must be professional in attitude and attire and courteous with end users.
Technician must be business proficient with local language and English and must not need any translation support .
Technician and backup technician will be finalised with the customer; where possible every month same technician will be assigned the site and during planned absence the backup technician will be assigned.
Onsite technician will pick up for the location all the tickets logged in fresh Service or other ITSM tool from specific resolver group needing onsite intervention.
Technician will log opening / closure status in ITSM.
The onsite appointment will be aligned by customer looking at new joiner / leaver activity.
Technician will provide necessary onsite support.
During onsite visit, the technician will perform routine check, health check, upkeep tasks such as rebooting wireless access points, router resets etc.
Technician will be provided laptop at customer location; it will remain at customer location. Technician will be provided necessary tools e.g. LogMeIn and access ( admin if needed )
Technician must maintain accurate record of onsite activities, IMACs, incidents, asset movements and provide regular report on support activities, ticket volume and SLA adherence.
Working day for technician will be 8 hours excluding breaks and travel times and working time will be decided based on customer location.
Support will be limited to logged tickets. If ticket volume exceeds 1 day, the second day may be considered and adjusted in BAU.
Service includes manpower costs, facility costs and basic infrastructure which includes standard workstation with MS operating system and MS Office.
There will be no additional cost due to holiday, sickness and other factors.

About the Company

At Sharp Brains, we are your premier IT Services & Solutions Provider based in the UK, dedicated to meeting your business's unique needs with tailor-made solutions. Our Services: - End-to-End IT Solutions: From consultation to implementation, we offer comprehensive solutions designed to streamline your business operations. - On-Demand and Managed Technical Support: Our global support teams are available 24/7 to address your technical challenges promptly and efficiently. Our Mission: Delivering IT Services & Solutions Globa... Know more