L2 Administrator

About the role

The L2 Administrator supports the IT service desk by handling priority incidents and service requests. The role focuses on accurate triage, documentation, and timely resolution while ensuring compliance with Service Level Agreements (SLAs).

Key responsibilities

• Perform initial triage of priority (P3) incident tickets, document actions, and follow defined SLA and escalation procedures.
• Track and assist in the resolution of software, hardware, and network service requests, ensuring they are logged and completed within established timelines.
• Monitor SLA timelines for the entire lifecycle of priority incidents and escalate any delays or potential breaches to higher levels.
• Assist in creating change requests based on the types of incidents raised and resolved.

Required profile

• Ability to assist in triage and documentation of priority incidents.
• Capability to support resolution of software, hardware, and network service requests.
• Experience monitoring SLA adherence and escalating delays when necessary.
• Familiarity with creating change requests linked to incident types.

Required skills