Administrator L2

Wipro • San Antonio, TX

8h

About The Position

The Administrator L2 role provides first-line IT support to end-users and helps maintain smooth day-to-day IT operations. The administrator responds to technical assistance requests, troubleshoots basic issues, escalates complex problems, and supports user productivity. The posting describes this work as an L1 Service Desk Administrator role, despite the job title being Administrator L2.

Requirements

• Basic knowledge of Windows, macOS, and Linux operating systems and common applications such as MS Office and email clients.
• Familiarity with networking fundamentals, including IP, DNS, VPN, and Wi-Fi troubleshooting.
• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or equivalent.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Mandatory skill: Desktop Support.
• 1–3 years of experience.

Nice To Haves

• Customer-focused mindset with patience and empathy.
• Willingness to learn and grow into advanced IT support roles.
• Team player with adaptability to changing priorities.
• Attention to detail and commitment to quality service delivery.

Responsibilities

• Serve as the initial contact for IT-related queries via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the ITSM tool.
• Provide first-level troubleshooting for hardware, software, network, and application issues.
• Reset passwords, manage user accounts, and assist with access permissions.
• Guide users through step-by-step solutions for common technical problems.
• Escalate unresolved issues to L2/L3 support teams with detailed documentation.
• Monitor and follow up on open tickets to ensure timely resolution.
• Maintain knowledge base articles and update documentation for recurring issues.
• Ensure compliance with IT policies, security standards, and service-level agreements (SLAs).
• Deliver excellent customer service and maintain professional communication with end-users.

Benefits

• Medical benefits options
• Dental benefits options
• Disability insurance
• Paid time off, inclusive of sick leave
• Other paid and unpaid leave options

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed