SYSTEM ENGINEER L2

Wipro; Mumbai; On-site; INR 350,000 - 650,000; Full time

Job summary

Wipro in Mumbai seeks a hands-on Technical Support Executive to assist customers via phone and email, troubleshoot OS issues, and provide clear product information. You will conduct remote support, route requests, and document interactions following SOPs.

The ideal candidate has 1–3 years of experience in technical support, with excellent communication, empathy, and a willingness to learn new technologies. This role supports a modern digital transformation agenda.

Qualifications

• Mandatory skills: Technical Support.

Responsibilities

• Excellent communication skills.
• Empathize, pacify and handle irate customers with exceptional communication skills.
• 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 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.

Skills

Communication skills

Empathy

Remote support

Troubleshooting Windows

Citrix

VDI

VPN

Outlook

Teams

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 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 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.

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.