The Desk side engineer will be L1 Skill level with at least 2 Years of relevant experience with overall

experience of 3-4 years – End user domain and support handling the Incident /SR as assigned for resolution
by Mylan Inc.

• Support issues related to Windows Operating systems, software applications and support tools as per the
requirement of organization.
• Provides Desktop support and support for Computer hardware systems, memory modules and
peripherals.
• Handle basic issues related to network end user devices security practices and antivirus programs.
• Ensure that all computers and networks systems run efficiently with high uptime.
• Basic knowledge and troubleshooting skills on Network and other datacentre related equipment (UPS,
PACs, Network cabling, power etc.)
• Basic knowledge and troubleshooting skills on Audio & Video and Telephony equipment.
• Provide support to an organization’s IT systems to help them meet their business goals.
• Collaborate with Site and Business Unit IT leads and Regional Desktop leads to maintain transparency of
quality (meetings, trends, narratives, plans, etc.)
• Engage with Site and Leads to assist with local application support to meet Business needs.
• Lead the IT tasks wherever needed & whenever assigned and complete it within the timelines.
• Management of IT Assets Inventory-This has to be based on available tool or managed via manual excel
sheet.
• Comply with the Organizations Information Security Policies / Procedures and provide solutions to the
end users adhering to the same.
• Proficiency in speaking English and good communication skills.
• Able to talk in local language as per the support locations.
• Support for Software Installation & Management
• Creating management level reports
• For mobile devices limited to SOP as provided for support from Mylan Inc for any configuration
requirements.
• Installing, Configuring and basic troubleshooting knowledge of GxP Applications.
• Providing support to troubleshoot GxP Application issues in coordination with the vendor.

End user Support Services

• Install and uninstall software, hardware, computers, and peripherals.

• Image and re-image new and existing computers and laptops.
• Add and remove printers.
• Resolve virus problems (for initial triage, if spreading goes to Security).
• IT needs related to relocations and IT deployments.
• Support needs that require work with hardware and software vendors to resolve issues.
• Asset management
 Receipt of new equipment and applying the asset tag to these assets.

Internal to Wipro
  Entering assets into the asset spreadsheet and recording inventory data.
 Assets will then be managed in an automated fashion until retirement.
 Retirement includes technically wiping the device and deleting the entry from active directory.
 The asset is then placed with the inventory moving to SWAP, or other disposal/e-recycling entity.

Once the asset gets retirement and End of Life, the asset needs to have a status updated as “retired or
EoL” within the Excel which is being maintained and share the reports with the respective location leads as
directed by Mylan IT team.

Internal to Wipro