Administrator L3

Wipro

Hyderabad

On-site

INR 600,000 - 1,000,000

Full time

14 days+

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Job summary

A leading IT services firm seeks an experienced Administrator L3 in Hyderabad to manage client software, hardware, and network issues. The ideal candidate will ensure compliance with service level agreements and provide timely solutions to client requests. Responsibilities include ticket resolution, root cause analysis, and collaboration with on-site teams. Candidates should have 3-5 years of experience in a technical support role, emphasizing customer satisfaction and adherence to quality standards.

Qualifications

3-5 years of experience in a similar role.
Ability to manage client relationships and expectations.
Understanding of SLA management and ticket resolution.

Responsibilities

Resolve and manage client’s software, hardware, and network issues.
Ensure timely response to all tickets raised by the client.
Perform root cause analysis and create action plans for resolution.
Coordinate with the on-site team for complex problems.
Maintain backups and manage data to ensure client satisfaction.

Skills

Problem solving

Customer service

Time management

Technical support

Job description

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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.

Job Description

Role Purpose

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 and 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 and 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.

Seniority level