Administrator L2 – IT Support

About the role

The Level 2 Administrator will resolve, maintain and manage client software, hardware and network environments based on service requests, ensuring strict SLA compliance and high client satisfaction.

Key responsibilities

• Respond to all tickets raised by end‑users within defined SLA timeframes.
• Provide solutioning for service requests while maintaining quality standards.
• Act as custodian of client network, servers, systems, storage and other infrastructure, ensuring proper functioning and upkeep.
• Track ticket volume across channels (dial‑home, email, chat, IMS) and deliver resolutions within agreed timeframes.
• Perform root‑cause analysis and create action plans to prevent recurrence.
• Provide immediate resolution for high‑priority tickets and manage escalations.
• Install and configure software and hardware as per service requests.
• Maintain timely backups of critical data, logs and management resources.
• Coordinate with on‑site teams for complex problem resolution.
• Review chatbot logs to ensure all service requests are addressed promptly.

Required profile

• 1‑3 years of experience in IT support or system administration.
• Background in Business Analysis within the BFSI domain.
• Proven ability to meet SLA targets and handle high‑priority incidents.
• Strong communication skills to interact with clients and on‑site teams.
• Detail‑oriented approach to ticket tracking and documentation.

Required skills

• Business Analysis (BFSI domain)
• Software installation and configuration
• Hardware configuration and troubleshooting
• Network troubleshooting and maintenance
• Ticketing system management
• Data backup and log management