System Engineer L1

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

Job summary

Wipro in Mumbai invites you to join our technical support team. You will handle customer queries, provide product and service information, and document call details following SOPs.

The role emphasizes empathy, clear communication, and problem solving across Windows, Outlook, Citrix, VPN, and remote support tools, with opportunities to learn new technologies and improve customer experience.

Qualifications

• Excellent communication with customers.
• Ability to empathize, pacify and handle irate customers.
• Technical knowledge in troubleshooting base OS issues and eager to learn new technologies.
• Troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security Apps, etc. via remote support.
• Respond to customer emails and inbound calls promptly.
• Manage and resolve customer complaints using SOPs.
• Document call information according to SOPs.

Responsibilities

• Respond to customer inquiries and provide information.
• Route calls and tickets to appropriate resources.
• Identify trends and alert management.
• Create SOPs for new issues and resolutions.
• Complete call logs and reports.

Skills

Excellent communication

Empathy

Troubleshooting

Remote support

Customer service

Documentation

Problem solving

Tools

Windows OS

Outlook

Teams

Citrix

VDI

VPN

Security Apps

Job description

Job Description

Job description:
Job Description

Do

• 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 expedite 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.

Mandatory Skills: Technical Support.

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.

Requirements