IT Administrator (Level 1)

About the role

We are looking for a Level 1 Administrator to provide first‑line support for client software, hardware and network environments. The role focuses on timely ticket resolution, SLA compliance and maintaining client satisfaction.

Key responsibilities

• Respond to and resolve client‑raised tickets via phone, email, chat or IMS within defined SLA timeframes.
• Install, configure and maintain software, hardware, servers, storage and network equipment as required.
• Perform root‑cause analysis on recurring issues and develop action plans to prevent future incidents.
• Provide immediate resolution for high‑priority tickets and ensure zero escalations.
• Manage user access requests and maintain timely backups of critical data and logs.
• Track tickets from acceptance to closure, ensuring all steps are documented.
• Collaborate with on‑site teams for complex problem resolution and review chatbot logs for unattended requests.

Required profile

• Strong orientation towards client satisfaction and adherence to SLA commitments.
• Ability to work under pressure, prioritize tickets and meet defined resolution timelines.
• Good analytical skills for root‑cause investigation and action‑plan creation.
• Effective communication with clients and internal teams.

Required skills

• PL‑SQL