SYSTEM ENGINEER L2

Wipro; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Wipro is seeking a Technical Support executive in Hyderabad with 1-3 years of experience. The role emphasizes strong communication, empathy for irate customers, and troubleshooting base OS issues across Windows, Outlook, Teams, Citrix, VDI, VPN and security apps via remote support.

The candidate will handle calls, emails, resolve complaints, document interactions, and escalate issues as needed while learning new technologies in a dynamic, customer-focused environment.

Qualifications

• 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 Apps over remote support.
• Answer incoming calls and respond to customer emails in timely manner.
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors as 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 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.

Responsibilities

• Handle incoming calls and customer emails promptly.
• Troubleshoot OS-related issues and learn new technologies.
• Provide accurate product/service information and solutions to customers.
• Document interactions and escalate issues when needed.
• Identify trends and contribute to SOP creation and process improvement.

Skills

Communication skills

Customer empathy

Technical troubleshooting

Tools

Windows

Outlook

Teams

Citrix

VDI

VPN

Security apps

Job description

Mandatory Skills: Technical Support .

Experience: 1-3 Years

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 elevate 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.

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.