L2 Administrator – IT Service Management

About the role

The L2 Administrator will be responsible for resolving, maintaining and managing the client’s software, hardware and network infrastructure based on service requests. The role ensures timely ticket handling, adherence to SLA commitments and high client satisfaction.

Key responsibilities

• Respond to all tickets raised by 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 equipment.
• Monitor ticket volume across channels (dial‑home, email, chat, IMS) and ensure proper resolution.
• Perform root‑cause analysis and create action plans to prevent recurrence.
• Deliver immediate resolution for high‑priority tickets.
• Install and configure software and hardware as per request specifications.
• Manage application and user access provisioning.
• Maintain timely backups of critical data, logs and resources.
• Coordinate with on‑site teams for complex problem resolution.
• Review chatbot logs to ensure all service requests are addressed promptly.

Required profile

• 1‑3 years of experience in IT administration or support.
• Background in Business Analysis within the BFSI domain.
• Strong understanding of SLA management and ticketing processes.
• Ability to work under pressure and meet strict timelines.

Required skills

• Software installation and configuration
• Hardware configuration and troubleshooting
• Network administration
• Server and system management
• Backup and data recovery
• Root‑cause analysis
• Business analysis (BFSI domain)