Administrator - English, Arabic, Microsoft Windows

Technology, Data & Digital · IT Infrastructure & Security · Database Administration

Smart Summary

AI-generated overview of this position

The IT Service Desk Support Specialist will provide first-line technical support to Polaris users, handling inquiries via phone and email in English. Responsibilities include troubleshooting, resolving incidents, managing accounts in Active Directory and IBMi, and supporting Windows-based systems and Microsoft Office applications. The role requires excellent communication skills and the ability to work independently or collaboratively.

Job Summary

The IT Service Desk Support Specialist supports Polaris’s worldwide IT operations, providing first-line support to Polaris users with exceptional and professional customer service. This position is 100% technical support for employees and system-generated Service Desk submissions, including documenting procedures and managing incidents to resolution or escalation to a more senior team member.

Key Responsibilities

Provide clear, concise customer service in phone-based, verbal communication, and written, email communication in English • Troubleshoot, diagnose, and resolve issues following standard operating procedures and using knowledge support tools • Resolve or escalate service desk submissions using a repository of pre-defined knowledge base (KB) articles • Collaborate effectively with other service desk team members located across the globe • Deliver support of Windows-based operating systems and Microsoft Office applications as well as other out-of-the-box and developed software packages • Administration of Account Management activities within Active Directory, IBMi, and other systems • Proactively and reactively support critical systems through monitoring and responding to alerts on the IBMi platform • Meet all defined SLAs and KPIs to ensure the quality of resolution and customer satisfaction

Skill Requirements

2-year technical degree or equivalent experience required • Self-motivated, with the ability to work independently and/or collaboratively with remote peers required • Excellent communication and customer service skills required • General or intermediate knowledge of Windows 10 required • Intermediate experience with Windows-based applications such as the Microsoft Office suite required

Other Requirements

2+ years of experience working in a corporate service desk setting preferred • General understanding of large computing systems such as IBMi (AS400) preferred • Previous experience supporting a manufacturing environment preferred • Experience using ServiceNow or similar issue-tracking systems preferred • Availability to work night shifts

#it-support#service-desk#windows-administration#multilingual#active-directory#ibmi#night-shift