Administrator (Guadalajara)

Role Purpose

The purpose of the role is to resolve, maintain and manage client software, hardware, and network based on service requests raised by end users, ensuring client satisfaction as per defined SLAs.

Responsibilities

• Ensure timely response to all tickets raised by client end users.
• Solution software/hardware service requests while maintaining quality parameters.
• Act as custodian of client network, server, system, storage, platform, infrastructure and other equipment to ensure proper functioning and upkeep.
• Perform root‑cause analysis of tickets and create an action plan to resolve problems to ensure client satisfaction.
• Provide acceptance and immediate resolution to high‑priority tickets and services.
• Install and configure software/hardware as per service requests.
• Adhere to timeliness as per ticket priority to manage client expectations and prevent escalations.
• Track tickets from acceptance to resolution according to defined resolution times.
• Maintain timely backup of important data, logs and management resources.
• Coordinate with on‑site team for complex problem resolution and ensure timely client servicing.
• Review logs collected by Chat BOTS to ensure all service requests and issues are resolved in a timely manner.

Qualifications

• 1–3 years of experience as Windows Server administrator.

Applications from people with disabilities are explicitly welcome.