Senior Administrator - English, Arabic, Microsoft Windows

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Software Engineering

In short

Senior Administrator role for Service Desk Language Specialist (Level 2) focusing on English and Arabic support. Requires 3-6 years of experience in remote desktop support with deep troubleshooting across Windows, Microsoft 365, and other related technologies. The position is remote and full-time, based in Gautam Buddha Nagar, Uttar Pradesh, India.

Responsibilities

Perform Level 2 resolution for incidents requiring analysis beyond L1 procedures.
Deliver elevated Remote Desktop Support with deep-dive diagnostics.
Leverage Intelligent Swarming to bring L2/L3 technology experts into resolution sessions.
Accept warm, contextual escalations from Level 1 and chatbot.
Reduce transfers to Third Parties and internal support groups.
Author and maintain Knowledge Base articles, scripts, and decision trees.
Support NOC-triggered Incidents requiring technical validation.
Act as a technical escalation point and coach for Level 1 agents.
Supply recurring and critical Incident analysis into Problem Management.

Requirements

3–6 years in remote desktop support or L2 end-user computing support.
ITIL 4 Foundation certification.
Microsoft 365 / Modern Desktop certification.
Native or C1 proficiency in Arabic plus professional English.
Deep troubleshooting across Windows 10/11, macOS and mobile.
Proficiency with Microsoft 365, Entra ID, Intune, Defender, VPN, printing and SmartHost.
Experience with remote-control tooling and log/registry-level diagnostics.
Scripting literacy (PowerShell).
Familiarity with ITIL Incident, Problem and Knowledge practices in a multi-vendor environment.

Desired Qualifications

Experience of swarming or expert-collective operating models.
Application L1/L2 support exposure under a Shift-Left / AMS model.
Knowledge article authoring experience.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

Microsoft WindowsMicrosoft 365Entra IDIntuneDefenderPowerShellITIL

#Senior Administrator#English#Arabic#Microsoft Windows#Service Desk#Remote Support#L2 Support#ITIL#Microsoft 365

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