Technical Support Associate

Job Description

Wipro DoS is looking for a Technical Support Associate to provide first-level technical assistance to customers and internal users. The role involves troubleshooting hardware, software, network, and application-related issues while ensuring high customer satisfaction. The candidate will diagnose technical problems, document solutions, and escalate complex issues when necessary. Strong communication skills, technical aptitude, and a customer-focused mindset are essential for success in this role.

Key Responsibilities
Provide technical support via phone, email, chat, or remote desktop tools.
Troubleshoot hardware, software, operating system, and network-related issues.
Resolve customer queries within defined service level agreements (SLAs).
Install, configure, and maintain desktop applications and operating systems.
Document incidents, resolutions, and customer interactions in the ticketing system.
Escalate unresolved technical issues to higher support teams when required.
Monitor system performance and proactively identify recurring technical problems.
Deliver excellent customer service while ensuring timely issue resolution.