L2 Administrator – Linux Support

About the role

The L2 Administrator role supports Wipro’s service delivery by triaging priority incidents, handling software and hardware service requests, and ensuring strict adherence to Service Level Agreements (SLAs). The position requires accurate documentation, timely escalation of delays, and a focus on maintaining high customer satisfaction.

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 they are logged and completed within established timelines.
• Monitor SLA timelines throughout the lifecycle of priority tickets and escalate to higher levels when breaches are imminent.
• Assist in creating change requests based on the nature of incident tickets.
• Maintain performance metrics such as 100% SLA adherence, zero customer escalations, and receipt of client appreciation emails.

Required profile

• 1 to 3 years of experience in IT support or system administration.
• Ability to work under pressure, follow documented processes, and communicate clearly.

Required skills

• Linux administration.