SYSTEM ENGINEER L1

Wipro; Maharashtra; On-site; INR 300,000 - 540,000; Full time

Job summary

Wipro is hiring for a Technical Support role in India. The job focuses on handling customer inquiries, resolving issues, and providing product information with an emphasis on excellent communication and empathy.

The role involves troubleshooting across Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications through remote support. Candidates should be ready to document interactions, route calls to appropriate teams, and contribute to SOP development.

Qualifications

• Excellent communication and customer service skills required.
• Ability to empathize, pacify and handle irate customers with professionalism.
• Willingness to learn new technologies and troubleshoot common issues.

Responsibilities

• Answer incoming calls and respond to customer emails in a timely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors when needed.
• Provide product and service information to customers.
• Research required information and offer solutions.
• Document call information according to SOPs.
• Create SOPs for new issues and resolutions.
• Complete call logs and reports.

Skills

Communication skills

Empathy

Troubleshooting

Remote Support

Tools

Windows

Outlook

Teams

Citrix

VDI

VPN

Security App

Job description

Excellent communication skills
Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
Answer incoming calls and respond to customer s emails in timely manner.
Manage and resolve customer complaints.
Identify and upscale issues to supervisors as and when needed.
Provide product and service information to customers.
Research required information using available resources and Offer Solution to customers.
Research, identify, and resolve customer complaints using applicable software.
Route calls and tickets to appropriate resources and Domains who can best support he 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.

Job description:
Job DescriptionDo

Mandatory Skills: Technical Support
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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.