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System Engineer - L1

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Wipro

1mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You need excellent communication skills, technical troubleshooting knowledge, ability to manage complaints, and proficiency in tools like Windows, Outlook, and VPN. Eagerness to learn is vital.
  • You will handle customer calls and emails, troubleshoot technical issues, resolve complaints, document interactions, escalate as needed, and create SOPs for new problems.

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 - L1 position?

The job requires excellent communication skills, technical knowledge in troubleshooting base operating system issues, and a willingness to learn new technologies.

What types of technical issues will I be troubleshooting in this role?

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

Is customer interaction a significant part of this job?

Yes, you will be required to answer incoming calls, respond to customer emails, and manage customer complaints.

How should I handle irate customers?

You should empathize, pacify, and use exceptional communication skills to handle irate customers effectively.

What resources will I have access to for troubleshooting?

You will research required information using available resources and applicable software to identify and resolve customer complaints.

Will I have to document my work?

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

How will I escalate issues if necessary?

You should identify and escalate issues to supervisors as per the defined process when needed.

Will I be responsible for creating SOPs?

Yes, part of your responsibilities will include creating SOPs for new issues and the resolutions provided.

Are training opportunities available for new technologies?

Yes, the position requires an eagerness to learn new technologies, indicating that training opportunities are likely available.

How does the company handle patterns or trends in customer calls?

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

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Wipro

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.