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System Engineer

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Wipro

Oct 30

Applications are closed

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Mumbai
    Remote

Requirements

  • Excellent communication skills,
  • Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills.
  • Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies.
  • Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
  • Answer incoming calls and respond to customer’s emails in timely manner.
  • Manage and resolve customer complaints.
  • Identify and escalate issues to supervisors as and when needed.
  • Provide product and service information to customers.
  • Research required information using available resources and Offer Solution to customers.
  • 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 resolution given.
  • Complete call logs and reports.

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 eager to learn New Technologies.
  • Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support
  • Answer incoming calls and respond to customer’s emails in timely manner.
  • Manage and resolve customer complaints.
  • Identify and escalate issues to supervisors as and when needed.
  • Provide product and service information to customers.
  • Research required information using available resources and Offer Solution to customers.
  • 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 resolution given.
  • Complete call logs and reports.

FAQs

What qualifications are required for the System Engineer position?

Excellent communication skills, strong technical knowledge in troubleshooting operating system issues, and a willingness to learn new technologies are required.

What types of issues will I be troubleshooting?

You will be troubleshooting issues related to Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications.

How will I communicate with customers?

Communication will occur through incoming calls and email responses in a timely manner.

What should I do if I cannot resolve a customer's issue?

If you cannot resolve a customer’s issue, you should identify and escalate it to supervisors or the appropriate resources for further assistance.

Is there a process for documenting customer interactions?

Yes, you should document all call information according to standard operating procedures and complete call logs and reports.

Will I be expected to create any documentation?

Yes, you will be required to create Standard Operating Procedures (SOPs) for new issues and resolutions as they arise.

How will I handle irate customers?

You will be expected to empathize, pacify, and handle irate customers with exceptional communication skills.

Are there opportunities for professional development in this role?

Yes, there are opportunities to learn new technologies and improve troubleshooting skills.

How do we track customer complaint trends?

You will recognize, document, and alert the management team of trends in customer calls.

Is remote support a part of this job?

Yes, you will provide remote support to troubleshoot and resolve customer issues.

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.