The Job

Senior Analyst - English, Arabic, Microsoft Windows

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

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In short

Seeking a Senior Analyst in Noida, India with expertise in English, Arabic, and Microsoft Windows. This role involves providing L1 and L2 technical support, resolving incidents, and managing client requests via phone and remote tools. Requires a Bachelor's degree and at least two years of experience with a Systems Integrator or Managed Services Provider.

Responsibilities

  • Accept and resolve L1 and L2 service requests, incidents, and problems.
  • Interact with clients directly over the phone and using remote software.
  • Monitor and respond to end-user client events, reported incidents, and service requests.
  • Proactively identify and analyze issues, including P1 incidents, logs, and vendor alerts.
  • Input into development and documentation of service management procedures and standards.
  • Serve as the first point of contact for customers seeking technical assistance.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on feedback or suggestions from customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.
  • Perform user account creation for Active Directory, Exchange Mailboxes, and Distribution lists.
  • Utilize remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools.
  • Support MS Office Suite (2016) and Internet/Edge browsers.
  • Provide support for VPN and remote dial-in users.
  • Support laptops, desktops, and printers.
  • Provide PDA and MDM support.
  • Support Adobe Acrobat and other common desktop applications.

Requirements

  • At least a Bachelor's/College Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.
  • At least 2-year prior experience with a Systems Integrator or Managed Services Provider is a must.
  • Experience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, DFS, DHCP, DNS, Scripting skills).
  • Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets).
  • Phone support experience necessary.
  • ITIL knowledge of V3 or V4, especially on Service Desk, Incident, Problem, and Change Management.
  • Technical helpdesk experience is necessary.
  • Disciplined, systematic problem-solving skills required.
  • Hands-on work experience with Windows Operating systems (Clients: Windows7, Windows 10; Servers: Windows 2003, Windows 2008).
  • Knowledge of Active Directory, Exchange.
  • Experience with ITSM ticketing tools like Service Now.
  • Intermediate to Advanced skills in Microsoft Server and Desktop OS troubleshooting across all current versions.
  • Microsoft Office 365 troubleshooting and configuration skills.
  • Fundamental network troubleshooting skills.
  • Office 365 support.

Desired Qualifications

  • Proficiency in English.
  • Proficiency in Arabic.
  • Experience with remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools.
  • Experience with MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
  • Familiarity with Internet/Edge browsers (e.g. Explorer, Chrome, Firefox).
  • Experience with VPN and remote dial-in users.
  • Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets).
  • Experience with common desktop applications like Adobe Acrobat and Winzip.

Benefits

  • Supercharge your potential.
  • Find your career.
  • Find your spark.
#Service Desk#L1#L2#Service Requests#Incidents#Problems#Remote Monitoring#Remote Management#System Software#Desktop#Server#Virtualisation#Application#P1 Incidents#Change Management#User Account Creation#Active Directory#Exchange Mailboxes#Distribution Lists#Remote Desktop Connectivity#SCCM#WebEx#Live Meeting#MS Office#Internet Browsers#Explorer#VPN#Laptop#Printers#PDA#MDM#Adobe#Winzip#ITIL V3#ITIL V4#ITSM#Service Now#Microsoft Server#Mobile Device Troubleshooting#iPhone#iPad#Android#Microsoft Server OS#Microsoft Desktop OS#Microsoft Office 365
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Company

HCLTech

Job Posted

1 day ago

Employment Type

Full Time

WorkMode

On Site

Experience Level

Mid-Senior

Locations

Noida, India

Qualification

Bachelor

Applicants

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