System Engineer L2 Job in Mumbai at Wipro Technologies

Wipro is hiring for the role of System Engineer L2!

Responsibilities of the Candidate:

• 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. 
• Recognize, document, and alert the management team of trends in customer calls. 
• Create SOPs for new Issues and resolution given. 
• Complete call logs and reports.

Requirements:

• Mandatory Skills: Technical Support .
• 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. 
• Experience: 1-3 Years .