System Engineer - L1

Role Overview: You will be responsible for providing excellent customer service through effective communication and troubleshooting skills. Your role will involve handling irate customers, troubleshooting base operating system issues, and learning new technologies. Additionally, you will be expected to troubleshoot various applications such as Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc. remotely. Key Responsibilities: - Answer incoming calls and respond to customer emails promptly - Manage and resolve customer complaints efficiently - Identify and escalate issues to supervisors when necessary - Provide product and service information to customers - Research and offer solutions to customer queries using available resources - Route calls and tickets to the relevant resources for support - Document all call information following standard operating procedures - Recognize, document, and report trends in customer calls to the management team - Create Standard Operating Procedures (SOPs) for new issues and resolutions - Complete call logs and reports accurately Qualifications Required: - Excellent communication skills - Ability to empathize and pacify irate customers with exceptional communication skills - Technical knowledge in troubleshooting base operating system issues and willingness to learn new technologies - Mandatory Skill: Desktop Support Additional Company Details: Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company that focuses on innovative solutions for complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro is committed to helping customers, colleagues, and communities thrive in an ever-changing world. To learn more, visit www.wipro.com. Join Wipro to be a part of a modern, end-to-end digital transformation partner with bold ambitions. Embrace reinvention, evolve constantly, and contribute to a business powered by purpose. Wipro welcomes applications from individuals with disabilities.,