ADMINISTRATOR L3

Job Description

Job Title: ADMINISTRATOR L3 City: Boston State/Province: Massachusetts Posting Start Date: 4/9/26 Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at Job Description:

Job Description

Role Overview

The Onsite Tech Administrator will be responsible for managing and delivering deskside support services at the client location. This role requires strong leadership, technical expertise, and excellent communication skills to ensure seamless IT support operations. The individual will act as the primary point of contact for deskside activities, driving operational excellence and ensuring timely resolution of issues.

Key Responsibilities

• Operational Leadership

o Lead and manage the onsite deskside support queues, ensuring adherence to SLAs and quality standards.

o Serve as the escalation point for critical issues and coordinate resolution with internal/external teams and stakeholders.

o Responsible for full asset lifecycle from deployment to retirement and disposal from audit standpoint.

• Ticket Management

o Monitor and manage the ticket queue proactively.

o Track backlog, prioritize tasks, and drive closure within agreed timelines.

o Ensure proper categorization, assignment, and documentation of incidents and service requests.

o Handle escalated issues that cannot be handled by the existing deskside techs

• Issue Resolution

o Spearhead troubleshooting and resolution of complex technical issues.

o Collaborate with cross-functional teams and vendors to resolve escalated problems efficiently.

• Stakeholder Engagement

o Maintain strong communication with business stakeholders, providing updates on critical issues and overall service performance.

o Conduct regular reviews and share insights on trends, recurring issues, and improvement opportunities.

• Process Improvement

o Identify gaps in deskside operations and implement best practices for continuous improvement.

o Ensure compliance with organizational policies, security standards, and audit requirements.

• Reporting & Metrics

o Generate and analyze reports on ticket volumes, backlog, SLA compliance, and team performance.

o Present actionable insights to management for decision-making.

Required Skills & Qualifications:

• Proven experience in deskside support or IT service management, preferably in an onsite lead capacity.

• Strong understanding of ITIL processes and incident management workflows.

• Excellent problem-solving and analytical skills.

• Ability to manage priorities in a fast-paced environment.

• Strong interpersonal and communication skills for stakeholder engagement.

• Familiarity with ticketing tools (e.g., ServiceNow, Helix) and reporting dashboards.

• Experience handling critical incidents and working with senior stakeholders.

• Knowledge of hardware troubleshooting, OS support (Windows/Mac), and peripheral device management.

Mandatory Skills: Desktop Support .

Experience: 3-5 Years .

The expected compensation for this role ranges from $45,000 to $121,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.