L2 Administrator

About the role

The L2 Administrator will be responsible for resolving, maintaining, and managing the client’s software, hardware, and network environments based on service requests. The role ensures timely ticket resolution, 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, storage, and other infrastructure components.
• Track ticket volume across channels (dial‑home, email, chat, IMS) and ensure appropriate resolution.
• Perform root‑cause analysis and create action plans to prevent recurrence.
• Prioritize and resolve high‑priority tickets immediately.
• Install and configure software/hardware as required by service requests.
• Maintain backups of critical data, logs, and management resources.
• Coordinate with on‑site teams for complex issue resolution.
• Review chatbot logs to ensure all requests are addressed promptly.

Required profile

• 1‑3 years of experience in IT support or system administration.
• Strong commitment to meeting SLA timelines and zero escalations.
• Ability to perform root‑cause analysis and document action plans.
• Excellent communication skills for client interaction.

Required skills

• SQL Server

What we offer

• Opportunity to work with a leading digital transformation partner.
• Exposure to a wide range of client environments and technologies.
• Career growth within a global organization.