Administrator - L3

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

Benefits offered by this job

Opportunities for personal development

Inclusive workplace environment

Job summary

A leading digital transformation partner is seeking an Administrator - L3 in Hyderabad. This role involves resolving and managing the client’s software, hardware, and networks to ensure high client satisfaction. Candidates must have 3-5 years of experience and be skilled in troubleshooting and timely response to service requests. The position is full-time at a mid-senior level, focusing on delivering quality solutions and ensuring adherence to SLAs. Join us and help reshape the future of technology.

Qualifications

• 3-5 years of experience in IT support or similar roles.
• Strong understanding of SLA adherence and client satisfaction metrics.
• Ability to analyze and troubleshoot technical issues effectively.

Responsibilities

• Resolve, maintain and manage software/hardware/network as per service requests.
• Ensure timely response and solutioning of client tickets.
• Perform root cause analysis and create action plans.
• Coordinate with team for complex problem resolution.

Skills

Problem-solving

Network management

Software/hardware installation

Client relations

Job description

Administrator - L3 at Wipro

The purpose of the role is to resolve, maintain and manage the client’s software, hardware, and network based on the service requests raised from the end-user as per the defined SLA’s ensuring client satisfaction.

Role Purpose

The purpose of the role is to resolve, maintain and manage client’s software, hardware, and 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 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

No Performance Parameter Measure 1.100% adherence to SLA/timelines
Multiple cases of red time
Zero customer escalation
Client appreciation emails

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• IT Services and IT Consulting

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