SME : Telecom Domain

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.
 

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4-6 years of overall Experience

2-4 year experience as a subject matter expert in Telecom ISP repair and troubleshooting domain.

• Advanced knowledge of TCP/IP, DNS, DHCP, latency, packet loss
• Hands-on experience with fiber and broadband diagnostics
• Ability to interpret optical power levels, alarms, and error counters
• Strong analytical and decision-making skills under pressure
• Clear technical communication and stakeholder coordination

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• Provide advanced technical support, act as escalation point for complex ISP repair issues, and drive root-cause fixes to reduce repeat faults and call volume.

  Key Responsibilities:
  • Handle L2 escalations for complex broadband and fiber issues
  • Support agents during live calls for technical guidance
  • Perform deep diagnostics on network, device, and configuration issues
  • Coordinate with NOC and field teams for chronic and mass outages
  • Analyze repeat faults and recommend permanent corrective actions
  • Create and update troubleshooting SOPs and knowledge base
  • Support pilots, new launches, and process changes

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Mandatory Skills: Enterprise order fullfillment . Experience: 3-5 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.