Level 1 IT Administrator

About the role

The Level 1 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 and high client satisfaction.

Key responsibilities

• Respond to all tickets raised by end‑users through various channels (dial‑home, email, chat, IMS) within defined SLA timeframes.
• Provide solutioning for service requests, including installation and configuration of software and hardware.
• Act as custodian of the client’s network, servers, storage, platforms and related equipment, ensuring proper functioning and upkeep.
• Perform root‑cause analysis on incidents and develop action plans to prevent recurrence.
• Deliver immediate resolution for high‑priority tickets and prevent escalations.
• Manage user access and application provisioning as per client requirements.
• Maintain backups of critical data, logs and management resources.
• Coordinate with on‑site teams for complex problem resolution and ensure seamless client servicing.

Required profile

• Strong orientation towards client satisfaction and SLA compliance.
• Ability to track tickets from acceptance to resolution and document actions.
• Good analytical skills for root‑cause analysis and action‑plan creation.
• Effective communication with both remote and on‑site teams.

Required skills

• Oracle Database Administration