Administrator L3

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

Job summary

A leading global IT services firm is seeking an Administrator L3 based in Pune, India. This full-time position requires 3-5 years of experience in IT support. The successful candidate will manage client software, hardware, and network issues while ensuring satisfaction through timely responses and adherence to SLAs. Skills in problem-solving, client management, and technical support are essential. Join this innovative team dedicated to digital transformation and client success.

Qualifications

• 3-5 years of experience in a similar role.
• Proficiency in client management and technical support.
• Ability to adhere strictly to SLAs and timelines.

Responsibilities

• Ensure timely response to all tickets raised by clients.
• Perform root cause analysis for raised tickets.
• Coordinate with on-site teams for problem resolution.
• Maintain backups of critical data and logs.

Skills

Problem-solving skills

Client management

Technical support

Root cause analysis

Software/hardware installation

Job description

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Job description

Role Purpose

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

Do

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

Deliver

• 100% adherence to SLA/timelines
• Multiple cases of red time
• Zero customer escalation
• Client appreciation emails

Experience

3-5 Years

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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting