L2 Administrator – IT Support & Network 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, and other infrastructure components.
• Track ticket volume across channels (dial‑home, email, chat, IMS) and ensure proper resolution.
• Perform root‑cause analysis and create action plans to prevent recurrence.
• Prioritize and resolve high‑priority tickets promptly.
• Install and configure software and hardware as required.
• Maintain backups of critical data and logs.
• Coordinate with on‑site teams for complex issue resolution.
• Review chatbot logs to verify that all service requests are addressed.

Required profile

• 1–3 years of experience in IT administration or support.
• Demonstrated ability to meet 100% SLA adherence and avoid escalations.
• Strong client‑service orientation with a focus on satisfaction.

Required skills

• Network administration
• Data administration
• Software installation
• Hardware configuration