SYSTEM ENGINEER L2
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Key skills for this role
About the Role
Wipro is seeking a System Engineer L2 to provide desktop support and technical troubleshooting for Windows, Outlook, Teams, Citrix, VPN, and security applications. The role involves answering calls, managing tickets, and resolving customer complaints.
Key Skills for This Role
Responsibilities
- Answer incoming calls and respond to customer emails in a timely manner
- Troubleshoot Windows, Outlook, Teams, Citrix, VDI, VPN, Security App etc. over remote support
- 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
- Route calls and tickets to appropriate resources and domains
- Document all call information according to standard operating procedures
- Recognize, document, and alert management of trends in customer calls
- Create SOPs for new issues and resolutions
- Complete call logs and reports
Requirements
- 1 3 years of experience in desktop support
- Excellent communication skills
- Technical knowledge in troubleshooting base operating system issues
- Ability to empathize, pacify and handle irate customers
Full Job Posting
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 escalate 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.
Mandatory Skills
- Desktop Support
- Experience: 1 3 Years
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