SYSTEM ENGINEER L2

Wipro; Mumbai; On-site; INR 240,000 - 360,000; Full time

Benefits offered by this job

Restaurant or cafeteria nearby

Job summary

Wipro in Mumbai is seeking a Technical Support professional to assist customers via phone and email, resolving Windows/OD issues and providing remote assistance.

The role requires 1–3 years of experience, strong communication, and the ability to escalate and document issues following SOPs. Training will cover new technologies and tools used in remote support, including Citrix and VPN.

Qualifications

• Minimum 1–3 years of technical support experience.
• Strong communication and customer handling skills.
• Proficient with Windows OS, Outlook, Citrix and remote support tools.
• Ability to document interactions and follow SOPs.

Responsibilities

• Answer incoming calls and respond to emails promptly.
• Identify and escalate issues to supervisors when needed.
• Provide product and service information to customers.
• Research information using available resources and offer solutions.
• Route calls and tickets to appropriate resources for resolution.
• Document all call information according to SOPs.
• Create SOPs for new issues and resolutions.
• Complete call logs and reports.

Skills

Excellent communication

Empathize & de-escalate

Remote support

Windows troubleshooting

Tools

Citrix

VDI

VPN

Outlook

Job description

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 escalation 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 .

Experience: 1-3 Years

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.