Administrator - English, Arabic, Microsoft Windows

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

In short

This role ensures effective resolution of technical support tickets and provides on-call assistance, utilizing both English and Arabic language proficiency. The individual independently manages ticket queues, conducts root cause analysis, and contributes to knowledge management, directly supporting customer satisfaction and operational excellence.

Responsibilities

Provide in-depth troubleshooting and resolution of end-user issues on Windows operating systems, utilizing both English and Arabic language skills to communicate effectively with users.
Respond to and resolve support tickets independently within agreed SLAs, ensuring accurate documentation and follow-up in both languages.
Perform root cause analysis on recurring technical problems, using Windows diagnostic tools to identify solutions and prevent future incidents.
Update and manage the knowledge base by documenting solutions and troubleshooting steps in English and Arabic for team reference.
Participate in on-call support rotations, handling escalations and providing clear communication to users in their preferred language.
Coach and support analysts and new team members by sharing technical knowledge and language-specific best practices.

Requirements

Solid Understanding Of Windows Operating Systems And Related Troubleshooting Tools.
Ability To Independently Resolve Technical Issues And Perform Root Cause Analysis.
Experience In Knowledge Base Management And Documentation.
Strong Customer Service Orientation With A Focus On First Call Resolution.

Desired Qualifications

Microsoft Certified: Windows Client (Optional but valuable)
ITIL Foundation Certification (Optional but valuable)

Benefits

Supercharge your potential, find your career, and find your spark at HCLTech.
HCLTech is a global technology company with over 230,000 people across 60 countries.
Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
Work with clients across all major verticals including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.
Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.

Skills

Microsoft WindowsTroubleshootingKnowledge Base ManagementCustomer ServiceITIL

#Administrator#English#Arabic#Microsoft Windows#Technical Support#On-call#Root Cause Analysis#Knowledge Management#Customer Satisfaction#Operational Excellence#Troubleshooting#SLAs#Windows#Documentation#ITIL#Microsoft Certified

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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