Administrator L3

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

Job summary

A global IT services company is seeking an Administrator L3 to resolve and manage client software, hardware, and network issues. The role requires 3-5 years of experience in IT support, focusing on service requests with adherence to defined SLAs. Responsibilities include ensuring timely ticket resolution, coordinating complex issues with onsite teams, and maintaining high client satisfaction. This full-time position emphasizes a proactive approach to client needs and compliance with service standards.

Qualifications

• 3-5 years of experience in an IT role focused on client support and service.
• Strong understanding of client SLA management and adherence.
• Ability to manage and resolve multiple service requests timely.

Responsibilities

• Ensure timely response to all tickets raised by clients.
• Perform root cause analysis and create action plans for resolution.
• Coordinate with on-site teams for complex problem resolutions.
• Maintain backups of important data and logs.

Skills

Client Satisfaction

Problem Resolution

Network Management

Service Requests Management

Software Installation

Job description

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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

Performance Parameter Measure: 1.100% adherence to SLA/timelines; Multiple cases of red time; Zero customer escalation; Client appreciation emails

Experience: 3-5 Years

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• IT Services and IT Consulting