ADMINISTRATOR L3

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

Job summary

A leading IT services company in Mumbai is seeking an experienced IT Support Specialist responsible for resolving, maintaining, and managing client software and hardware through service requests. The ideal candidate should have 3-5 years of experience in IT support, effectively manage client expectations, and ensure adherence to defined SLAs. Responsibilities include monitoring client networks, providing timely solutions, and coordinating with on-site teams. Competitive compensation and career growth opportunities are offered.

Qualifications

• 3-5 years of experience in IT support or related fields.
• Proven track record of resolving software/hardware/network issues.
• Strong problem-solving and communication skills.

Responsibilities

• Respond to client tickets raised by end users promptly.
• Provide solutions while maintaining quality parameters.
• Monitor the functioning of client's network and systems.
• Perform root cause analysis for issues raised.

Skills

Client relationship management

Service request resolution

Root cause analysis

Software/hardware configuration

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