System Engineer L1 (Remote Technical Support)

Location: Mumbai

Education: Any Graduate

Experience: 1 years

Salary:

Wipro is hiring a System Engineer L1 with 1 to 5 years of experience for a full-time, permanent role in Mumbai. The position is situated within the IT Services and Consulting industry, specifically in the Hardware & Networks Engineering department.

Core Role and Responsibilities

The primary function of this role is to serve as a First-Level Technical Support engineer, managing incoming calls and emails from customers. You will be responsible for providing remote support and troubleshooting a variety of technical issues.

Key responsibilities include:

  • Remote Troubleshooting: Providing technical support for core systems, including:

    • Windows OS issues.

    • Applications like Outlook and Teams.

    • Virtualization and remote access technologies like Citrix, VDI (Virtual Desktop Infrastructure), and VPN.

    • Security Applications.

  • Customer Management: Answering calls and emails promptly, managing and resolving customer complaints, and empathizing, pacifying, and handling irate customers with exceptional communication.

  • Incident Management: Routing calls and tickets to the appropriate domains/resources, documenting all call information according to standard operating procedures, and creating SOPs (Standard Operating Procedures) for new issues and resolutions.

  • Escalation: Identifying and escalating issues to supervisors or higher levels of support as needed.

  • Knowledge Base: Researching required information using available resources and providing solutions to customers.

Required Skills and Qualifications

  • Experience: 1 – 5 years (suitable for L1/L2 support level).

  • Education: Any Graduate, with a preference for B.Tech/B.E. in any specialization. Any Postgraduate degree is also acceptable.

  • Mandatory Skills:

    • Excellent communication skills (verbal and written).

    • Strong ability to troubleshoot Base Operating System Issues.

    • Eagerness to learn new technologies.

  • Technical Knowledge (Preferred Key Skills): Proficiency in Windows troubleshooting, Active Directory, MS Office Outlook, Citrix (XenDesktop/XenApp), VDI, VPN, DNS, DHCP, and basic concepts of VMware/Hyper-V and System Engineering.

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