System Engineer - L2

You should have excellent communication skills with the ability to empathize, pacify, and handle irate customers using exceptional communication skills. It is essential to have technical knowledge in troubleshooting base operating system issues and be eager to learn new technologies. Your responsibilities will include troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc. over remote support, answering incoming calls, and responding to customer emails promptly. Additionally, you will manage and resolve customer complaints, identify and escalate issues to supervisors when necessary, provide product and service information to customers, research required information using available resources, and offer solutions to customers. You will also research, identify, and resolve customer complaints using applicable software, route calls and tickets to appropriate resources and domains who can best support the 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 resolutions provided, and complete call logs and reports. At Wipro, we are building a modern organization focused on digital transformation. We are looking for individuals who are inspired by reinvention, both in terms of themselves, their careers, and their skills. We seek individuals who are committed to constant evolution, in line with the changing world around us. If you are motivated by purpose and aspire to design your own reinvention, Wipro is the place for you. Join us and realize your ambitions. Applications from people with disabilities are explicitly welcome.,