ADMINISTRATOR L1
This role is responsible for resolving, maintaining, and managing client software, hardware, and network infrastructure based on service requests raised by end-users while adhering to defined SLAs to ensure client satisfaction. You will ensure timely responses to all tickets, act as a custodian of the client's network, servers, systems, storage, platforms, and other infrastructure to track their proper functioning and upkeep. The position requires performing root cause analysis of raised tickets and creating action plans for resolution, providing immediate resolution for high-priority tickets, and installing and configuring software and hardware as requested. You must maintain 100% adherence to timeliness based on issue priority to manage client expectations with zero escalations. Responsibilities include providing application and user access per client requirements, tracking tickets from acceptance to resolution, maintaining timely backups of important data and logs, and coordinating with on-site teams for complex problem resolution. You will also review logs gathered by Chat BOTs to ensure all service requests are resolved in a timely manner.
