System Engineer - L1-Khammam Job in Khammam at Wipro Technologies

Wipro is hiring for the role of System Engineer - L1!

Responsibilities of the Candidate: 

• Answer incoming calls and respond to customer emails in a timely manner
• Provide product and service information to customers
• Manage and resolve customer complaints effectively
• Empathize with and pacify irate or frustrated customers
• Troubleshoot base operating system issues and applications (Windows, Outlook, Teams, Citrix, VDI, VPN, Security Apps) over remote support
• Identify and escalate unresolved or critical issues to supervisors
• Research required information using available resources to offer solutions
• Route calls and tickets to appropriate technical teams or domains
• Document all call information accurately following standard operating procedures (SOPs)
• Recognize, document, and alert the management team to trends in customer interactions
• Create new SOPs for newly identified issues and their resolutions
• Complete call logs, reports, and related documentation

Requirements: 

• Excellent verbal and written communication skills
• Strong ability to empathize, pacify, and handle irate customers
• Technical knowledge in troubleshooting base OS issues
• Eagerness to learn new technologies and tools
• Experience troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications
• Strong problem-solving skills and ability to research solutions
• Familiarity with ticketing systems and escalation protocols
• Attention to detail in documenting customer interactions
• Ability to analyze customer feedback trends and report patterns
• Good organizational and time-management skills