ADMINISTRATOR L3

Wipro; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading IT services provider in Hyderabad seeks a skilled professional to manage client software, hardware, and network issues effectively. Responsibilities include ensuring timely responses to service requests and maintaining adherence to Service Level Agreements (SLAs). The ideal candidate should have 3-5 years of relevant experience, particularly with M365 Exchange Online. Join a company that empowers you to reinvent your skills and career in a transformative environment.

Qualifications

• 3-5 years of experience in managing client software, hardware and network.

Responsibilities

• Ensure timely response to all tickets raised by the client end user.
• Provide application/user access timely as per client requirements.
• Coordinate with on-site team for complex problem resolution.

Skills

M365 Exchange Online

Job description

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 defined SLAs, ensuring client satisfaction.

Key Responsibilities (Do)

• Ensure timely response of all tickets raised by the client end user
• Service request solutioning while maintaining quality parameters
• Act as custodian of client’s network, server, system, storage, platform, infrastructure and other equipment to keep track of each proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home / email / chat / IMS), ensuring correct solutioning as per defined resolution timeframe
• Perform root cause analysis of tickets and create an action plan to resolve the problem ensuring correct client satisfaction
• Provide acceptance and immediate resolution to high priority tickets/services
• Install and configure software / hardware requirements based on service requests
• Maintain 100% adherence to timeliness as per priority, to manage client expectations and ensure zero escalations
• Provide application / user access as per client requirements to ensure timely resolution
• Track tickets from acceptance to resolution as per defined resolution time
• Maintain timely backup of important data / logs and management resources to ensure solution quality
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review logs gathered by chat bots and ensure all service requests/issues are resolved in a timely manner

Performance Deliverables

• 100% adherence to SLA and timelines
• No red time cases
• Zero customer escalations
• Client appreciation emails

Mandatory Skills

• M365 Exchange Online

Experience

3-5 Years

Company Overview

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.