Administrator

Role: IT Support Administrator

Purpose: To resolve, maintain, and manage client software, hardware, or network issues based on service requests, ensuring high-quality service and client satisfaction.

Responsibilities:

• Respond promptly to tickets raised via various channels.
• Troubleshoot and resolve hardware/software issues within SLA timelines.
• Perform root cause analysis and implement long-term solutions.
• Maintain systems, perform backups, and ensure infrastructure stability.
• Collaborate with on-site teams for complex issues and coordinate resolutions.

Key Competencies:

• Technical Expertise: Advanced knowledge of systems, servers, and networking.
• Problem-Solving: Execute effective and timely solutions.
• Collaboration: Work across teams for resolution excellence.

Performance Measures:

• 100% SLA adherence.
• Zero escalations and consistent client appreciation.