SYSTEM ENGINEER L1

Wipro; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading IT services company in Bengaluru seeks individuals with excellent communication skills and technical troubleshooting expertise to provide top-notch customer support. Responsibilities include managing complaints, resolving issues through various software tools, and documenting interactions in compliance with standard operating procedures. This role offers the opportunity to be part of a modern organization committed to digital transformation and personal reinvention.

Qualifications

• Proficient in troubleshooting base operating system issues.
• Comfortable with remote support tools and security applications.
• Skilled in handling irate customers and resolving complaints.

Responsibilities

• Answer incoming calls and respond to emails.
• Manage and resolve customer complaints effectively.
• Document all call information accurately.

Skills

Excellent communication skills

Technical knowledge in troubleshooting

Ability to handle customer complaints

Tools

Windows

Outlook

Citrix

VPN

Job description

Responsibilities

• Excellent communication skills.
• Ability to empathize, pacify, and handle irate customers with exceptional communication skills.
• Technical knowledge in troubleshooting base operating system issues and eagerness to learn new technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, and security app issues over remote support.
• Answer incoming calls and respond to customers’ emails in a timely manner.
• Manage and resolve customer complaints.
• Identify and elevate issues to supervisors as and when needed.
• Provide product and service information to customers.
• Research required information using available resources and offer solutions to customers.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and domains who can best support the user.
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Create SOPs for new issues and resolution given.
• Complete call logs and reports.

Reinvent your world. We are building a modern Wipro. We are an end‑to‑end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.