ADMINISTRATOR L2

Wipro; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Wipro in Hyderabad is seeking a Technical Support professional to assist in triage and documentation of priority incidents, and to support resolution of software and hardware service requests while ensuring SLA adherence.

The role focuses on logging, tracking, and escalating delays as required, and involves assisting in change request creation based on incident tickets. 1–3 years of relevant experience is expected.

Qualifications

• 1–3 years of experience in technical support.
• Experience with incident triage and SLA processes.
• Familiarity with software/hardware/service requests.

Responsibilities

• Triaging and resolution of priority incident tickets (P3) per SLA.
• Assist in logging and resolving software/hardware/network service requests.
• Monitor SLA timelines and escalate delays to higher levels.
• Assist in creating change requests based on incident tickets.

Skills

Technical Support

Job description

Job description

The purpose of this role is to assist in the triage and documentation of priority incidents, support resolution of software and hardware service requests and ensure SLA adherence by escalating delays when required.

Role Purpose

The purpose of this role is to assist in the triage and documentation of priority incidents, support resolution of software and hardware service requests and ensure SLA adherence by escalating delays when required.

Areas of responsibility

• Triaging and resolution of tickets – Perform initial triage and assist in response for priority incident tickets (P3 tickets) along with its documentation and following the defined SLA and escalation procedures.
• Resolution of service Requests – Track andassist in resolution of software/hardware/network service requests, ensuring they are accurately logged, processed, and completed within defined timelines as per established procedures.
• SLA Monitoring – Track and monitor SLA timelines for entire lifecycle of priority incident tickets (P3 tickets). Escalate to higher levels for delays or potential SLA breaches.
• Change request execution – Assist in creation of change requests basis types of incident tickets which are raised and resolved.

Mandatory Skills: Technical Support

Experience: 1-3 Years

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