System Engineer - L2

As a System Engineer - L2 at Wipro Limited, your role involves the following key responsibilities: - Excellent communication skills - Ability to empathize, pacify, and handle irate customers with exceptional communication skills - Technical knowledge in troubleshooting base operating system issues and eagerness to learn new technologies - Troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, Security App, etc., over remote support - Answering incoming calls and responding to customers" emails in a timely manner - Managing and resolving customer complaints - Identifying and escalating issues to supervisors when needed - Providing product and service information to customers - Researching required information using available resources and offering solutions to customers - Researching, identifying, and resolving customer complaints using applicable software - Routing calls and tickets to appropriate resources and domains that can best support the user - Documenting all call information according to standard operating procedures - Recognizing, documenting, and alerting the management team of trends in customer calls - Creating SOPs for new issues and resolutions given - Completing call logs and reports In addition, Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients" most complex digital transformation needs. With over 230,000 employees and business partners across 65 countries, Wipro delivers on the promise of helping customers, colleagues, and communities thrive in an ever-changing world. Join Wipro to be a part of a business powered by purpose and a place that empowers you to design your reinvention. Realize your ambitions and be part of a team driven by constant evolution and reinvention. Applications from people with disabilities are explicitly welcome.,