ADMINISTRATOR L3

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

Job summary

A leading IT services company in Hyderabad is seeking an IT Support Specialist to manage client software, hardware, and network issues. The role involves responding promptly to tickets, ensuring adherence to service level agreements, and maintaining client satisfaction through efficient problem resolution. Candidates must have 3-5 years of experience in IT support, excellent communication skills, and the ability to handle multiple service requests. This position offers a great opportunity to work with a well-respected company.

Qualifications

• 3-5 years of experience in IT support or a related field.
• Ability to manage multiple tickets and prioritize tasks effectively.
• Proven track record in maintaining client satisfaction.

Responsibilities

• Respond to tickets raised by the client end users in a timely manner.
• Provide service requests solutioning while maintaining quality parameters.
• Monitor functioning and upkeep of client’s infrastructure.
• Perform root cause analysis and create action plans for issue resolution.
• Install and configure software/hardware according to service requests.

Skills

Client communication

Problem-solving

Technical troubleshooting

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