Administrator L2

Wipro; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading IT services firm in Hyderabad is seeking a Mid-Senior level professional for a full-time client support role. This position involves managing client software, hardware, and network requests to ensure satisfaction. Responsibilities include timely ticket resolution, performing root cause analysis, and coordinating with on-site teams for complex issues. Ideal candidates have 1-3 years of experience in IT support and are skilled in maintaining quality service levels while adhering to SLAs.

Qualifications

• 1-3 years of experience in IT support.
• Mid-Senior level role in Information Technology.
• Full-time employment in IT Services and IT Consulting.

Responsibilities

• Ensure timely response to client tickets.
• Maintain software/hardware/network quality.
• Perform root cause analysis on tickets.
• Coordinate with on-site teams for complex issues.

Skills

Client satisfaction management

Problem solving

Software/hardware installation

Root cause analysis

Data management

SLA adherence

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.

Responsibilities

• 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

Deliverables / Performance Parameters

• 100% adherence to SLA/timelines
• Multiple cases of red time
• Zero customer escalation
• Client appreciation emails

Experience

1-3 Years

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industry

IT Services and IT Consulting