IT Administrator

About the Role The role is to resolve, maintain and manage the client’s software, hardware and network based on end-user service requests within defined SLAs, ensuring client satisfaction. It involves timely ticket response, quality-focused solutioning, and acting as a custodian of client infrastructure; coordinating with on-site teams to keep systems functioning optimally. What You'll Do

• Resolve, maintain, and manage client software, hardware, and network based on service requests within defined SLAs.
• Ensure timely response and solutioning of all tickets raised by end users via dial home, email, chat or IMS, maintaining quality parameters.
• Act as custodian of client's network/server/system/storage/infrastructure and related equipment to monitor proper functioning and upkeep.
• Track tickets from acceptance to resolution within defined resolution times; perform root cause analysis and create action plans to resolve problems.
• Provide acceptance and immediate resolution to high-priority tickets/services.
• Install and configure software/hardware requirements based on service requests.
• Maintain 100% adherence to timeliness per issue priority to manage client expectations and prevent escalations.
• Provide application/user access as per client requirements to enable timely solutioning.
• Track all tickets through to resolution; maintain backups of important data/logs and management resources to ensure quality.
• Coordinate with on-site team for complex problem resolution and timely client servicing.
• Review logs gathered by Chat BOTS to ensure service requests/issues are resolved promptly.
• Engage with stakeholders including Internal Project Manager, On-site project team, Lead/Sr. Administrator, and External Client as needed. What We're Looking For
• Process Excellence: ability to follow standards and reduce risk; maintain quality control.
• Systems Thinking: understanding interdependencies within complex environments and effective problem solving.
• Competent Technical Knowledge: knowledge of devices/networks and relevant administration tasks.
• Expert: applies competency across situations and can guide others.
• Master: coaches others and builds organizational capability.
• Behavioral competencies: Problem solving, Execution excellence, Passion for results, Collaborative working.
• Experience in ticketing, SLA management, root cause analysis, and on-site coordination.
• Ability to install/configure software hardware, provision user access, and manage data back-ups. Nice to Have
• None specified. Compensation & Benefits
• Not disclosed.