SYSTEM ENGINEER L1

About the Role

• System Engineer L1 role at Wipro.
• Opportunity to learn new technologies.

Key Responsibilities

• Answer incoming calls and respond to customer emails in a 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 solutions.
• Research, identify, and resolve customer complaints using applicable software.
• Route calls and tickets to appropriate resources and domains.
• 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 resolutions.
• Complete call logs and reports.

Requirements & Tech Stack

• Technical Support experience.
• Troubleshooting Base Operating System issues.
• Troubleshooting Windows, Outlook, Teams, Citrix.
• Troubleshooting VDI, VPN, Security App.
• Experience with Remote Support.

Qualifications

• Excellent communication skills.
• Ability to empathize, pacify, and handle irate customers with exceptional communication skills.