Administrator L1 – IT Support

About the role

The Administrator L1 will be responsible for resolving, maintaining and managing client‑side software, hardware and network environments based on service requests. Working under defined Service Level Agreements, the role ensures timely ticket handling and high client satisfaction.

Key responsibilities

• Respond to all tickets raised by client end‑users within defined SLA timeframes.
• Provide solutioning for service requests while maintaining quality standards.
• Act as custodian of client network, servers, systems, storage, platforms and related infrastructure.
• Track ticket volumes across channels (dial‑home, email, chat, IMS) and ensure appropriate resolution.
• Perform root‑cause analysis and create action plans to prevent recurrence.
• Deliver immediate resolution for high‑priority tickets and escalations.
• Install and configure required software and hardware based on requests.
• Maintain 100 % adherence to timeliness and manage client expectations to avoid escalations.
• Provide application and user access as per client requirements.
• Ensure timely backup of critical data, logs and management resources.
• Coordinate with on‑site teams for complex problem resolution.
• Review chatbot logs to verify that all service requests are addressed promptly.

Required profile

• Strong commitment to meeting SLA targets and delivering client satisfaction.
• Ability to analyse tickets, identify root causes and implement corrective actions.
• Excellent communication skills for interacting with end‑users and on‑site teams.
• Detail‑oriented approach to tracking tickets from acceptance to resolution.

Required skills

• Netapp Storage