Wipro Hiring System Engineer L1 in Aurangabad, Maharashtra

Job Description

This role focuses on customer-facing technical support. You will handle incoming calls and emails from customers in a timely manner, and manage and resolve their complaints.

Key responsibilities:

• Show excellent communication skills and stay calm when handling irate customers.
• Apply technical knowledge to troubleshoot base operating system issues, and be eager to learn new technologies.
• Provide remote support for Windows, Outlook, Teams, Citrix, VDI, VPN and security applications.
• Research required information using available resources, offer solutions to customers, and provide product and service information.
• Identify and escalate issues to supervisors when needed.
• Route calls and tickets to the right resources and domains that can best support the user.
• Document all call information according to standard operating procedures, complete call logs and reports.
• Recognize and document trends in customer calls and alert the management team.
• Create SOPs for new issues and their resolutions.

Mandatory Skills: Desktop Support

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