Senior Administrator - English, Arabic, Microsoft Windows

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

In short

This Senior Administrator role is for a Service Desk Language Specialist, requiring proficiency in English and Arabic, along with deep knowledge of Microsoft Windows and Microsoft 365. The position involves Level 2 remote desktop support, aiming to maximize remote resolution before escalating to third parties and contributing to knowledge base development.

Responsibilities

Perform Level 2 resolution for incidents requiring analysis beyond L1 procedures.
Deliver elevated Remote Desktop Support with deep-dive diagnostics using Intelligent Swarming.
Accept escalations from Level 1 with full context, avoiding re-qualification.
Minimize transfers to third parties by ensuring complete handover packages when unavoidable.
Author and maintain Knowledge Base articles and scripts for L1 support.
Support NOC-triggered Incidents requiring technical validation.
Act as a technical escalation point and coach for Level 1 agents.
Provide analysis for Problem Management and contribute to the Continuous Improvement Plan.

Requirements

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

Skills

Microsoft WindowsBMC Helix ITSMMicrosoft 365Entra IDIntuneDefenderPowerShell

#Service Desk#L2 Support#Remote Desktop Service#Microsoft Windows#Microsoft 365#ITIL

About HCLTech

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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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