Windows Administration
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Job Summary
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Job Description:
Must have the ability to setup several servers on Windows Operating Systems. Must know AD and setup of AD.
Understanding of o RADIUS/Credentials/IIS/ADFS (any 2 of the 4)
o Wireshark
o SQL Power Point (PPT) Level Basic Knowledge
Roles & Responsibilities:
Manage the ticket until resolution is achieved.
Responsible for data gathering troubleshooting performing a full analysis of the issue.
Interact with several verticals within the organization
Escalate the issue if not resolved to GPS Team
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day compliance to process and quality standards meeting process level SLAs Pulse score Customer feedback |
| 2 | Self- Management | Productivity efficiency absenteeism Training Hours No of technical training completed |
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
