ADMINISTRATOR L3

Wipro; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading technology service provider is looking for a professional to resolve, maintain, and manage software, hardware, and network issues for clients. The ideal candidate should have 3-5 years of experience in technical support, with strong problem-solving skills and the ability to handle multiple service requests efficiently. The role requires adherence to service level agreements (SLAs) and a focus on client satisfaction through timely problem resolution and quality service delivery.

Qualifications

• 3-5 years of experience in technical support roles.
• Ability to handle multiple service requests efficiently.
• Strong understanding of software/hardware/network systems.

Responsibilities

• Resolve client’s software/hardware/network issues as per defined SLAs.
• Ensure timely responses to all tickets raised by clients.
• Coordinate with the on-site team for complex problem resolution.

Skills

Client interaction

Problem-solving

Technical support

Job description

Overview

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.

Role Description

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

• 100% adherence to SLA/ timelines
• Zero customer escalation
• Client appreciation emails

Experience

Experience: 3-5 Years

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.