System Engineer - L3

Wipro Limited is a leading technology services and consulting company dedicated to developing innovative solutions that cater to clients" most intricate digital transformation requirements. With a global presence spanning 65 countries and a workforce of over 230,000 employees, Wipro is committed to assisting customers, colleagues, and communities in thriving amidst a dynamic world. For more details, please visit www.wipro.com. In this role, you will be expected to possess excellent communication skills, along with the ability to empathize, pacify, and handle irate customers effectively. Technical knowledge in troubleshooting base operating system issues and a willingness to learn new technologies are essential. You will be responsible for troubleshooting various platforms such as Windows, Outlook, Teams, Citrix, VDI, VPN, and Security App via remote support. Key responsibilities include answering incoming calls and responding to customer emails promptly, managing and resolving customer complaints, identifying and escalating issues to supervisors when necessary, providing product and service information to customers, and researching required information to offer solutions effectively. Additionally, you will be tasked with identifying and resolving customer complaints using applicable software, routing calls and tickets to appropriate resources and domains, and documenting all call information as per standard operating procedures. Moreover, you will play a crucial role in recognizing, documenting, and alerting the management team about trends in customer calls, creating Standard Operating Procedures (SOPs) for new issues and resolutions, and maintaining call logs and reports accurately. Join us at Wipro as we embark on a journey to reinvent our business and industry, seeking individuals who are inspired by reinvention and are passionate about continuous self-improvement. Be a part of a purpose-driven organization that encourages you to shape your reinvention and realize your ambitions. Wipro welcomes applications from individuals with disabilities.,