Administrator L2

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.

• Ensure timely response of all tickets raised by the client end user.
• Provide solutioning for service requests maintaining quality parameters.
• Act as custodian of client’s network, server, system, storage, platform, infrastructure and other equipment.
• Keep a check on the number of tickets raised (dial home/email/chat/IMS), ensuring right solutioning per defined resolution timeframe.
• Perform root cause analysis of tickets and create an action plan to resolve problems, ensuring client satisfaction.
• Provide acceptance and immediate resolution to high-priority tickets/services.
• Install and configure software/hardware requirements based on service requests.
• Adhere 100% to timeliness as per ticket priority, managing client expectations and ensuring zero escalations.
• Provide application/user access as per client requirements and requests.
• 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 timely client servicing.
• Review logs gathered by chat bots and ensure timely resolution of all service requests/issues.

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

Mandatory skill:
Desktop Support.

Experience:

1-3 years.

The expected compensation ranges from $37,500 to $83,600. Final compensation depends on geographic location, minimum wage obligations, skills, and relevant experience. The role is eligible for Wipro’s standard benefits, including a full range of medical and dental benefits, disability insurance, paid time off (inclusive of sick leave) and other paid and unpaid leave options.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.