System Engineer L2 (Desktop Support)

Stack

Responsibilities

• ▹Answer incoming customer calls and emails in a timely manner
• ▹Troubleshoot Windows, Outlook, Teams, Citrix, VDI, VPN and security app issues over remote support
• ▹Manage and resolve customer complaints
• ▹Escalate issues to supervisors when needed
• ▹Provide product and service information to customers
• ▹Research available resources and offer solutions to customers
• ▹Route calls and tickets to the appropriate resolver groups
• ▹Document all call information according to standard operating procedures
• ▹Recognize and report trends in customer calls to management
• ▹Create SOPs for new issues and their resolutions
• ▹Complete call logs and reports

Requirements

• ▹1-3 years of relevant experience
• ▹Hands-on desktop support experience
• ▹Excellent communication skills, including handling difficult customers
• ▹Technical knowledge of troubleshooting base operating system issues
• ▹Eagerness to learn new technologies

Soft skills

About the company

Wipro Limited (NYSE: WIT) is a leading technology services and consulting company that helps clients address complex digital transformation challenges. It has over 230,000 employees and business partners across 65 countries.