ADMINISTRATOR L3

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

Job summary

A leading IT services company in India is seeking skilled professionals to resolve client software, hardware, and network issues. Responsibilities include managing service requests, ensuring adherence to defined SLAs, and providing timely resolutions to client tickets. The ideal candidate will have 3-5 years of experience and strong analytical skills, focused on delivering exceptional customer service in a high-demand environment.

Qualifications

• 3-5 years of experience in IT support or similar roles.
• Ability to manage client expectations and deliver under defined SLAs.
• Strong analytical and problem-solving skills.

Responsibilities

• Respond to client tickets in a timely manner.
• Ensure adherence to SLAs and minimize escalations.
• Coordinate with teams for complex problem resolution.

Skills

Client servicing

Ticket resolution

Root cause analysis

Software/hardware configuration

Network monitoring

Job description

Overview

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

Responsibilities

• Respond to tickets raised by the client end users in a timely manner
• Provide service requests solutioning while maintaining quality parameters
• Act as custodian of the client’s network/server/system/storage/platform/infrastructure and other equipment to monitor functioning and upkeep
• Monitor the number of tickets (dial-in, email, chat, IMS) and provide right solutions within defined resolution timeframes
• Perform root cause analysis of tickets and create an action plan to resolve issues and ensure client satisfaction
• Provide acceptance and immediate resolution to high-priority tickets/service requests
• Install and configure software/hardware according to service requests
• Maintain 100% adherence to timelines per issue priority to manage client expectations and minimize escalations
• Provide application/user access as per client requirements to ensure timely solutions
• Track all tickets from acceptance to resolution per the customer’s defined resolution time
• Maintain timely backups of important data/logs and resources to ensure quality solutions
• Coordinate with on-site teams for complex problem resolution and timely client servicing
• Review logs gathered by chatbots and ensure all service requests/issues are resolved promptly

Performance/Deliverables

• 100% adherence to SLA/timelines
• No customer escalations
• Client appreciation emails

Experience

3-5 Years