L2 System Administrator

About the role

The L2 System 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 resolution, adherence to SLAs, 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, ensuring proper functioning and upkeep.
• Track ticket volume across channels (dial‑home, email, chat, IMS) and deliver resolutions within agreed timeframes.
• Perform root‑cause analysis and create action plans to prevent recurring issues.
• Prioritize and resolve high‑priority tickets immediately.
• Install and configure software and hardware as required by service requests.
• Maintain backups of critical data, logs, and management 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.
• Strong understanding of SLA management and ticketing processes.
• Ability to perform root‑cause analysis and develop corrective actions.
• Excellent communication skills to interact with clients and internal teams.

Required skills

• Linux Administration

What we offer

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