Description:

​Wipro is hiring a System Engineer L2 for its global technical support operations in Hyderabad. Positioned as a critical point of remote infrastructure resolution, this role combines core OS troubleshooting with high-level customer management. You will be responsible for diagnosing and resolving complex endpoint, network, and software suite issues for global users. Beyond immediate day-to-day triage, this position requires active identification of technical incident trends, documenting new resolutions into Standard Operating Procedures (SOPs) for L1 service desks, and orchestrating ticket routing to specialized engineering domains when advanced escalation is necessary.

​Key Technologies:

​Windows OS, Microsoft Outlook, Microsoft Teams, Citrix VDI, VPN, Security Apps, Remote Support Tools, Ticketing Systems

​Requirements:

• ​1–3 years of professional experience operating inside a technical helpdesk, IT service desk, or remote system engineering support environment.
• ​Hands-on technical knowledge of diagnosing and resolving base Operating System (Windows) issues, enterprise email clients (Outlook), collaboration suites (Teams), and security/firewall applications.
• ​Solid familiarity troubleshooting virtual desktop infrastructure (Citrix VDI) and virtual private network (VPN) connectivity issues over remote support sessions.
• ​Proven capability to answer incoming queries, triage technical issues, log accurate details into ticketing databases, and route unresolved escalations to proper domain administrators.
• ​Demonstrated experience tracking call/ticket patterns, alerting leadership of technical trends, and drafting clear, step-by-step Standard Operating Procedures (SOPs) for newly resolved endpoint issues.
• ​Strong capability to leverage internal knowledge bases and external resources to troubleshoot software conflicts and identify solutions under strict SLAs.
• ​Excellent verbal and written English communication skills. Proven ability to empathize with, pacify, and professionally manage frustrated or irate users while resolving technical blockers.