ADMINISTRATOR L3

Areas of responsibility

• Triage and resolve high priority incident tickets (P2) and priority incident (P3) tickets within defined SLAs.
• Create logs of incidents and document observations and related root causes to support evaluation of mitigation measures.
• Fulfill software/hardware/network service requests within agreed timelines, ensuring timely completion and adherence to SLAs.
• Maintain quality and accuracy in request handling.
• Monitor SLA timelines for high priority incident tickets (P2) throughout their lifecycle.
• Escalate issues as needed and participate in service review meetings with clients and internal teams.
• Create change requests based on incident ticket priorities following defined guidelines, present for approval, and execute changes with rollback plans documented.
• Analyze incident nature to support root cause analysis and develop service improvement plans, identify patterns of recurring issues to mitigate future incidents.

Mandatory Skills

• Windows Server Administration
• Experience: 3-5 years

Pay

The expected compensation for this role ranges from $45,000 to $121,000, with final compensation depending on various factors including geographical location, minimum wage obligations, skills, and relevant experience.

Schedule

Details regarding the schedule are not specified in the job posting.

Benefits

• Full range of medical and dental benefits options
• Disability insurance
• Paid time off (inclusive of sick leave)
• Other paid and unpaid leave options