Senior Administrator - English, Arabic, Microsoft Windows

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · Teknisk support · Mjukvaruutveckling

I korthet

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.

Ansvarsområden

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.

Krav

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.

Önskade kvalifikationer

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

Förmåner

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.

Färdigheter

Microsoft WindowsMicrosoft 365Entra IDIntuneDefenderPowerShellITIL

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

Om 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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