System Engineer L4

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address the most complex digital transformation challenges faced by clients. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro helps organizations achieve their boldest ambitions and build sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to enabling customers, colleagues, and communities to thrive in a rapidly evolving world.

Key Responsibilities

- Demonstrate excellent communication skills with the ability to empathize, pacify, and effectively handle irate customers.
- Provide technical support by troubleshooting base operating system issues and continuously learning new technologies.
- Resolve issues related to Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications through remote support.
- Respond promptly to incoming calls and customer emails, ensuring timely resolution.
- Manage and resolve customer complaints efficiently while maintaining a high level of customer satisfaction.
- Identify and escalate complex issues to supervisors when necessary.
- Deliver accurate product and service information to customers.
- Utilize available resources to research and offer appropriate solutions to customer problems.
- Use applicable software to research, identify, and resolve customer complaints.
- Route calls and tickets to the appropriate domain experts or resources for further assistance.
- Document all call details in accordance with standard operating procedures.
- Recognize and report trends in customer calls to management for continuous improvement.
- Develop Standard Operating Procedures (SOPs) for new issues and their resolutions.
- Maintain comprehensive call logs and reports to ensure proper tracking and follow-up.

Required Qualifications

- 5 to 8 years of experience in Unix implementation and maintenance.
- Strong technical knowledge in troubleshooting operating system issues.
- Proven ability to handle customer interactions with professionalism and empathy.
- Experience supporting remote environments and applications such as Windows, Outlook, Teams, Citrix, VDI, VPN, and security tools.
- Excellent written and verbal communication skills.
- Ability to document processes clearly and create SOPs.

Preferred Qualifications and Benefits

Wipro is committed to fostering a culture of reinvention and continuous learning. As an end-to-end digital transformation partner, the company encourages employees to evolve their skills and careers in alignment with the dynamic technology landscape. Joining Wipro means becoming part of a purpose-driven organization that empowers individuals to design their own path of growth and innovation. This role offers the opportunity to work in a forward-thinking environment that values adaptability and bold ambitions.

By joining Wipro, you will be part of a modern enterprise that embraces change and innovation, supporting your professional development while contributing to impactful technology solutions worldwide.