L2 Administrator – IT Operations

About the role

We are looking for a Level‑2 Administrator to manage and support our client’s IT infrastructure. The role focuses on resolving service requests, maintaining hardware, software and network components, and ensuring high client satisfaction within defined SLA timelines.

Key responsibilities

• Respond promptly to tickets raised via email, chat, or IMS and provide solutions within SLA.
• Act as custodian of client’s servers, networks, storage, and other infrastructure, ensuring proper functioning and upkeep.
• Perform root‑cause analysis on incidents and develop action plans to prevent recurrence.
• Install, configure and troubleshoot software and hardware based on service requests.
• Provide application and user access provisioning as required.
• Maintain backups of critical data and logs and coordinate with on‑site teams for complex issues.
• Monitor chatbot logs to ensure all automated requests are addressed timely.
• Achieve 100 % SLA adherence and zero escalations.

Required profile

• 1–3 years of experience in IT administration or support.
• Strong orientation toward client satisfaction and SLA compliance.
• Ability to work independently and coordinate with remote/on‑site teams.

Required skills

• Windows Server administration.

What we offer

• Opportunity to work with a leading digital transformation partner.
• Exposure to a variety of client environments and technologies.