ADMINISTRATOR L2

Wipro; Hyderabad; On-site; INR 350,000 - 500,000; Full time

Job summary

Wipro is seeking a Support Engineer to resolve, maintain, and manage client software, hardware, and network requests as per defined SLAs. The role emphasizes timely ticket responses, problem solving, and coordination with on-site teams to ensure client satisfaction.

The ideal candidate has 1-3 years of experience and strong Linux administration skills, with a focus on delivering quality service and zero escalations.

Qualifications

• Experience in Linux administration.
• Handling tickets based on SLA.
• 1-3 years of experience in a similar role.

Responsibilities

• Respond to client tickets promptly as per SLA.
• Provide solutions for software/hardware/network service requests.
• Maintain logs and backups; coordinate with on-site team for complex issues.

Skills

Linux Admin

Job description

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

Job Description

Role Purpose

The purpose of the role is to resolve, maintain and manage client’s software/ hardware/ 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’s 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/ 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 ParameterMeasure1.100% adherence to SLA/ timelines
• Multiple cases of red time
• Zero customer escalation
• Client appreciation emails

Mandatory Skills: Linux Admin .

Experience: 1-3 Years

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