Wipro Hiring System Engineer L1 - IT Support Role Mumbai

Wipro Limited is a global technology services and consulting company that delivers solutions for digital transformation. The organization works across consulting, design, engineering, and operations to support clients in building future ready and sustainable businesses. With more than 230,000 employees across 65 countries, Wipro supports customers, partners, and communities worldwide.

The System Engineer L1 role focuses on providing technical support and resolving user issues through remote assistance and service desk operations.

Key Responsibilities

• Provide support to customers through incoming calls and email responses within defined timelines.
• Troubleshoot operating system and application related issues while supporting users remotely.
• Handle technical issues related to Windows, Outlook, Microsoft Teams, Citrix, VDI, VPN, and security applications.
• Research available resources to diagnose problems and deliver appropriate solutions.
• Manage and resolve customer complaints, escalating issues to supervisors when required.
• Route calls and service tickets to the appropriate teams or domain specialists.
• Document call information, issue details, and solutions according to standard operating procedures.
• Monitor trends in support requests and report recurring issues to the management team.
• Create and update SOP documentation for newly identified issues and their resolutions.
• Maintain accurate call logs and prepare reports as required.

This position requires the ability to interact with customers professionally, provide technical troubleshooting assistance, and maintain accurate documentation of support activities.