Administrator L3

Wipro; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

A leading IT services company in Bengaluru is seeking a System Administrator for IT Infrastructure to manage and resolve client's software, hardware, and network issues. The ideal candidate should have 3-5 years of experience and be capable of ensuring timely resolutions to service requests while maintaining high client satisfaction levels. Responsibilities include ticket management, timely backups, and coordinating with on-site teams. This is a full-time position offering growth in a dynamic environment.

Qualifications

• 3-5 years of experience in IT infrastructure management.

Responsibilities

• Ensure timely response to all tickets raised by the client end user.
• Provide an acceptance and immediate resolution to high-priority tickets.
• Coordinate with on-site team for complex problem resolution.

Job description

System Administrator - IT Infrastructure

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 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 Measures

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

Qualifications

• Experience: 3-5 years

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting