System Engineer - L4

Wipro Limited is a prominent technology services and consulting company dedicated to developing innovative solutions to meet the intricate digital transformation needs of clients. With a comprehensive range of capabilities in consulting, design, engineering, and operations, Wipro assists clients in achieving their most ambitious goals and establishing sustainable, future-ready businesses. The company, with a workforce and business partners spread across 65 countries, is committed to supporting customers, colleagues, and communities in navigating an ever-evolving world. As a prospective candidate, you are expected to possess excellent communication skills with the ability to empathize, pacify, and address irate customers effectively. A strong technical knowledge in troubleshooting base operating system issues and a willingness to learn new technologies are essential for this role. The responsibilities include resolving technical issues related to Windows, Outlook, Teams, Citrix, VDI, VPN, and Security Apps through remote support. You will be required to answer incoming calls, respond to customer emails promptly, manage and address customer complaints, and escalate issues to supervisors when necessary. Furthermore, you will provide product and service information to customers, conduct research using available resources to offer solutions, and resolve customer complaints using relevant software. Efficiently routing calls and tickets to appropriate resources and domains is crucial for providing optimal support. It is essential to document all call information following standard operating procedures, identify trends in customer calls, and alert the management team accordingly. Creating Standard Operating Procedures (SOPs) for new issues and resolutions is a key aspect of this role, along with maintaining detailed call logs and reports. Wipro is currently undergoing a transformation towards building a modern organization focused on digital innovation. The company is seeking individuals who are inspired by reinvention and are driven to evolve continuously in their careers and skills. Joining Wipro means becoming part of a purpose-driven business that encourages personal reinvention and offers opportunities to design your own career path. The company welcomes applications from individuals with disabilities, fostering an inclusive work environment for all. If you are looking to realize your ambitions in a dynamic and forward-thinking environment, Wipro is the place for you to thrive and contribute to the ongoing reinvention of the business and industry.,