SYSTEM ENGINEER L2
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Key skills for this role
About the Role
Wipro is seeking a System Engineer L2 with 1-3 years of experience in desktop support and remote troubleshooting. The role involves handling incoming calls and emails, resolving technical issues for Windows, Outlook, Teams, Citrix, VPN, and security applications, and documenting solutions.
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 issues over remote support
- Manage and resolve customer complaints
- Identify and escalate issues to supervisors as needed
- Document all call information according to standard operating procedures
- Create SOPs for new issues and resolutions
- Route calls and tickets to appropriate resources
Requirements
- 1 3 years of experience in desktop support
- Excellent communication skills
- Technical knowledge in troubleshooting base operating system issues
- Experience with Windows, Outlook, Teams, Citrix, VDI, VPN, Security Apps
- Ability to handle irate customers with exceptional communication skills
Full Job Posting
Job Description
- Wipro is a leading technology services and consulting company with over 230,000 employees across 65 countries.
- This role is for a System Engineer L2 based in Dubai.
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 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
- Document all call information according to standard operating procedures
Mandatory Skills
- Desktop Support
- Experience: 1 3 Years
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