As a System Engineer at Wipro, you will play a vital role in providing technical support and troubleshooting services to ensure the smooth operation of our clients’ IT systems. Your responsibilities will include handling customer inquiries, resolving technical issues, and maintaining high levels of customer satisfaction. You will work closely with customers to understand their needs and provide effective solutions.
Key Responsibilities
- Customer Support. Answer incoming calls and respond to customer emails promptly. Provide exceptional communication and empathy to handle irate customers effectively.
- Technical Troubleshooting. Diagnose and resolve technical issues related to base operating systems, Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications. Provide remote support to users.
- Issue Management. Identify and escalate complex issues to supervisors or appropriate technical resources. Document and track all call and ticket information according to standard operating procedures.
- Complaint Resolution. Manage and resolve customer complaints efficiently. Research and identify solutions to customer problems using available resources.
- Communication. Offer clear product and service information to customers. Research required information to provide accurate and timely solutions.
- Documentation. Create and maintain Standard Operating Procedures (SOPs) for new issues and resolutions. Complete call logs and reports to document customer interactions and resolutions.
- Trend Analysis. Recognize and document trends in customer calls and escalate significant issues to the management team.
Required Skills and Qualifications
- Communication Skills. Excellent verbal and written communication skills with the ability to empathize and pacify irate customers.
- Technical Knowledge. Proficiency in troubleshooting technical issues related to Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications.
- Problem-Solving. Strong analytical and problem-solving skills with a proactive approach to identifying and resolving technical issues.
- Customer Service. Ability to manage and resolve customer complaints while maintaining a high level of customer satisfaction.
- Documentation. Experience in documenting call information, creating SOPs, and completing call logs and reports.
- Learning Aptitude. Eagerness to learn new technologies and stay updated with industry trends.
Preferred Experience
- Experience in a similar technical support or system engineering role.
- Familiarity with network data administration and management.
Education and Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred.
Additional Information
- Work Environment. On-site role based in Pune, Maharashtra.
- Growth Opportunities. Wipro offers opportunities for career advancement and professional development within a supportive and innovative work environment.
Why Join Wipro?
- Career Development. Engage in continuous learning and professional growth opportunities.
- Innovation. Work with cutting-edge technologies and solutions in a dynamic and collaborative environment.
- Company Culture. Join a global leader committed to diversity, inclusion, and excellence in customer service.
- Application Instructions. To apply for this role, please submit your resume and cover letter highlighting your relevant experience and qualifications.
Wipro is an Equal Opportunity Employer
Wipro is committed to creating a diverse environment and is proud to be an equal-opportunity employer. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, or any other characteristic protected by applicable law.