L1 Administrator – IT Service Management

About the role

We are looking for a Level‑1 Administrator to provide end‑to‑end support for client software, hardware and network environments. The role focuses on timely ticket resolution, service request fulfillment and maintaining high client satisfaction in line with defined SLAs.

Key responsibilities

• Respond to all client‑raised tickets (dial‑home, email, chat, IMS) within agreed timelines.
• Provide solutioning for service requests while maintaining quality standards.
• Act as custodian of client network, servers, storage, platforms and related equipment.
• Perform root‑cause analysis, create action plans and ensure high‑priority tickets receive immediate resolution.
• Install and configure software/hardware as per service requests.
• Maintain backups of critical data, logs and management resources.
• Coordinate with on‑site teams for complex issue resolution.
• Review chatbot logs to verify that all service requests are addressed promptly.

Required profile

• Strong understanding of IT service management processes and SLA adherence.
• Ability to track tickets from acceptance to resolution.
• Excellent problem‑solving skills and attention to detail.
• Commitment to zero customer escalations and high client satisfaction.

Required skills

• Microsoft Exchange Server Administration

What we offer

• Opportunity to work with a leading digital transformation partner.
• Dynamic environment that encourages continuous learning and career growth.