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.
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
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
Source: Wipro careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More
Upload your CV once — we read it, build your profile and put you in front of every employer hiring on Kaam Ki Khoj. No forms, no fees.
