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System Engineer - L1

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Wipro

1mo ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Hyderabad, +1
    Remote

AI generated summary

  • You must have excellent communication skills, technical knowledge in troubleshooting operating systems, and the ability to manage customer complaints and escalate issues as needed.
  • You will troubleshoot operating systems and applications, handle customer inquiries, resolve complaints, document calls, escalate issues, and create SOPs for new resolutions.

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 he 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 he 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 technical skills are required for the System Engineer - L1 position?

Candidates should have technical knowledge in troubleshooting base operating system issues, particularly with Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications. Eagerness to learn new technologies is also essential.

What are the primary responsibilities of the System Engineer - L1?

The primary responsibilities include troubleshooting customer issues, managing and resolving complaints, providing product and service information, documenting call information, and escalating issues as needed.

What types of customer interactions will I be handling in this role?

You will be handling incoming calls and responding to customer emails, as well as managing customer complaints and providing solutions using available resources.

Is it important to have strong communication skills for this role?

Yes, excellent communication skills are essential, particularly the ability to empathize, pacify, and effectively communicate with irate customers.

Will I need to document my interactions with customers?

Yes, documenting all call information according to standard operating procedures is a key part of the job.

Are there opportunities to research new solutions for customer issues?

Yes, you will be required to research necessary information using available resources and offer solutions to customers, including creating SOPs for new issues and resolutions.

Do I need to provide support for specific applications or tools?

Yes, support will be provided for various applications including Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications.

How should I handle customer complaints?

You should manage and resolve customer complaints by listening actively, empathizing, and providing appropriate solutions or escalating issues as needed.

Will I be part of a team in this position?

Yes, you will be part of a team and may need to route calls and tickets to appropriate resources and domains that can best support the user.

Are there performance monitoring or reporting responsibilities in this role?

Yes, you will be expected to complete call logs and reports, and also 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.