Administrator L3

Wipro; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading IT services company is seeking an Administrator L3 in Pune to manage and resolve client software, hardware, and network issues. In this mid-senior level role, you'll ensure high client satisfaction by adhering to SLAs, responding promptly to tickets, and collaborating with the on-site team for complex challenges. Ideal candidates will have 3-5 years' experience in IT support, emphasizing problem-solving and quality service delivery.

Qualifications

• 3-5 years of relevant experience in IT support and administration.
• Understanding of SLAs and client satisfaction metrics.

Responsibilities

• Ensure timely response of all tickets raised by client end users.
• Provide immediate resolution for high-priority tickets/services.
• Coordinate with on-site team for complex problem resolution.

Skills

Client software management

Network troubleshooting

Hardware configuration

Root cause analysis

Job description

Administrator L3 - Wipro

Wipro is looking for an Administrator L3 to resolve, maintain and manage client software, hardware, and network issues as per SLAs.

Role Purpose

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

Responsibilities

• Ensure timely response of all tickets raised by client end users.
• Service request solutioning while maintaining quality parameters.
• Act as custodian of client network, server, system, storage, platform, infrastructure, and other equipment, ensuring proper functioning and upkeep.
• Track tickets (dial home/email/chat/IMS) and ensure resolution within defined timeframes.
• Perform root cause analysis and create action plans to resolve issues.
• Provide immediate resolution for high-priority tickets/services.
• Install and configure software/hardware as per service requests.
• Adhere to timeliness based on priority, manage client expectations, ensure zero escalations.
• Provide application/user access as required.
• Track all tickets from acceptance to resolution according to customer-defined resolution times.
• Maintain timely backup of important data/logs/resources to ensure quality solutions.
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing.
• Review logs gathered by chat bots to ensure all service requests/issues are resolved timely.

Deliverables

• 100% adherence to SLA/timelines.
• Minimize red-time cases.
• Zero customer escalations.
• Client appreciation emails.

Experience

3-5 Years.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting