Technical Support Engineer

Responsibilities of the Candidate: Answer incoming calls and respond to customer emails in a timely manner Provide product and service information to customers Manage and resolve customer complaints effectively Empathize with and pacify irate or frustrated customers Troubleshoot base operating system issues and applications (Windows, Outlook, Teams, Citrix, VDI, VPN, Security Apps) over remote support Identify and escalate unresolved or critical issues to supervisors Research required information using available resources to offer solutions Route calls and tickets to appropriate technical teams or domains Document all call information accurately following standard operating procedures (SOPs) Recognize, document, and alert the management team to trends in customer interactions Create new SOPs for newly identified issues and their resolutions Complete call logs, reports, and related documentation Requirements: Excellent verbal and written communication skills Strong ability to empathize, pacify, and handle irate customers Technical knowledge in troubleshooting base OS issues Eagerness to learn new technologies and tools Experience troubleshooting Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications Strong problem-solving skills and ability to research solutions Familiarity with ticketing systems and escalation protocols Attention to detail in documenting customer interactions Ability to analyze customer feedback trends and report patterns Good organizational and time-management skills

Wipro Limited is an Indian multinational corporation and a leading information technology services and consulting company, focused on building innovative solutions to unlock its clients' boldest ambitions. Anchored in its vision to become an AI-centric organization, Wipro leverages its comprehensive portfolio of capabilities in consulting, design, engineering, and operations to offer tailored solutions that address its clients' most complex digital transformation needs. With a glo...