ADMINISTRATOR L1

Wipro; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading IT services firm in Bengaluru is seeking a Mid-Senior Level Administrator to manage client software, hardware, and network requests, ensuring timely resolution and client satisfaction. This role requires strong client management skills, the ability to perform root cause analysis, and adherence to service-level agreements. The ideal candidate will be proactive in problem resolution and will coordinate with on-site teams for efficient service delivery. This is a full-time position with a focus on information technology.

Qualifications

• Experience in IT support and client interaction.
• Strong knowledge of hardware and software solutions.
• Ability to adhere to SLAs and manage client expectations.

Responsibilities

• Manage client’s software, hardware, and network based on service requests.
• Ensure timely response and resolution of tickets raised by clients.
• Perform root cause analysis and provide solutions.

Skills

Client management

Network administration

Problem resolution

Root cause analysis

Software installation

Job description

The purpose of the role is to resolve, maintain and manage client’s software, hardware and network based on the service requests raised from the end‑user as per the defined SLA’s, ensuring client satisfaction.

Role Purpose

The purpose of the role is to resolve, maintain and manage client’s software, hardware and network based on the service requests raised from the end‑user as per the defined SLA’s, ensuring client satisfaction.

Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network, server, system, storage, platform, infrastructure and other equipment to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home, email, chat, IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/service
• Installing and configuring software and hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
• Maintain timely backup of important data, logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on‑site team for complex problem resolution and ensure timely client servicing
• Review the log which chat bots gather and ensure all the service requests/issues are resolved in a timely manner

Deliver

NoPerformance Parameter Measure 1. 100% adherence to SLA/timelines

Multiple cases of red time

Zero customer escalation

Client appreciation emails

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.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting

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