About this role
Job title: System Administrator
About the Role The role focuses on resolving, maintaining, and managing client software, hardware, and network needs based on end-user service requests, in line with defined SLAs, to ensure client satisfaction. The role acts as custodian of the client’s network, server, and infrastructure and coordinates with the on-site team for complex problems to deliver timely solutions.
What You'll Do
- Resolve, maintain, and manage client software, hardware, and network based on service requests from end-users, per defined SLAs.
- Provide timely responses to tickets; ensure quality solutions; track tickets from acceptance to resolution and monitor ticket counts to align with resolution timeframes.
- Act as custodian of client's network, server, storage, and infrastructure and maintain proper functioning/upkeep; coordinate with on-site team for complex problems.
- Perform root cause analysis and create action plans to resolve problems and ensure client satisfaction; provide acceptance and immediate resolution to high-priority tickets.
- Install and configure software and hardware per service requests; ensure 100% adherence to timeliness according to issue priority to manage client expectations.
- Provide application and user access per client requirements; maintain backups and logs to ensure solution quality.
- Review logs and data from chatbots to ensure service requests and issues are resolved in a timely manner.
- Engage with stakeholders: internal and external clients for governance, relationship management, and service delivery.
What We're Looking For
- Experience in IT service delivery, incident and ticket management, and SLA adherence.
- Strong technical knowledge of networks, devices, servers, storage, and related infrastructure; ability to install and configure software and hardware.
- Proficient in root cause analysis, problem solving, process excellence, and systems thinking.
- Ability to coordinate with on-site teams and manage client relationships; strong communication and client servicing skills.
- Familiarity with log review and data analysis from chatbots to drive timely resolutions.