L2 Administrator – IT Service Desk

About the role

The L2 Administrator will support the IT service desk by triaging priority incidents, documenting actions, and assisting with software, hardware and network service requests. The role ensures that service level agreements (SLAs) are met and escalates any delays to maintain high‑quality support.

Key responsibilities

• Perform initial triage for priority (P3) incident tickets, document actions and follow defined SLA and escalation procedures.
• Track and assist in the resolution of software, hardware and network service requests, ensuring accurate logging and timely completion.
• Monitor SLA timelines for the entire lifecycle of priority tickets and raise escalations for potential breaches.
• Assist in creating change requests based on the nature of incidents and their resolutions.

Required profile

• 1‑3 years of experience in technical support or a similar IT service environment.
• Ability to follow documented processes, work under defined timelines and communicate clearly.

Required skills

• Technical Support

What we offer

• Opportunity to work within a global digital transformation leader.
• Exposure to a variety of IT service management tools and processes.
• Career growth in a fast‑evolving technology environment.