ADMINISTRATOR L1

This role is responsible for resolving, maintaining, and managing client software, hardware, and network infrastructure based on end-user service requests while ensuring adherence to defined SLAs and client satisfaction. You will ensure timely responses to all client tickets raised through dial home, email, chat, or IMS channels, and act as a custodian of the client's network, servers, systems, storage, and platform infrastructure to maintain proper functioning. The position involves performing root cause analysis of tickets and creating action plans for resolution, providing immediate attention to high-priority service requests, and installing and configuring software and hardware based on service requests. You are expected to maintain 100% adherence to timeliness based on issue priority with zero escalations, provide application and user access per client requirements, and track all tickets from acceptance through resolution. Maintaining timely backups of important data and logs, coordinating with on-site teams for complex problem resolution, and reviewing Chat BOT logs to ensure all service requests are addressed promptly are also key responsibilities.