Administrator - English, Arabic, Microsoft Windows

HCL Technologies Limited; Taguig; Sur place; PHP 300 000 - 420 000; Plein temps

Résumé du poste

Sapsf is seeking an Administrator with strong English and Arabic language skills to resolve Windows-related technical issues and manage on-call support. The role involves ticket handling, root cause analysis, and contributing to knowledge management to enhance customer satisfaction.

The candidate will independently manage queues, document solutions, and participate in on-call rotations, supporting analysts and new team members with language-specific best practices.

Qualifications

• Solid understanding of Windows OS and 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 focus on first call resolution.

Responsabilités

• Provide in-depth troubleshooting and resolution of end-user issues on Windows OS, in English and Arabic.
• Respond to and resolve support tickets independently within SLAs with bilingual communication.
• Perform root cause analysis on recurring problems using Windows tools to identify solutions.
• Update and manage knowledge base by documenting solutions in English and Arabic.
• Participate in on-call rotations, handling escalations with clear user communication in preferred language.
• Coach and support analysts by sharing technical knowledge and language-specific best practices.

Connaissances

Windows troubleshooting

Independent issue resolution

Knowledge base management

Customer service excellence

Description du poste

Career Opportunities: Administrator - English, Arabic, Microsoft Windows (167744)

Requisition ID167744-Posted10/02/2026

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.

Key Responsibilities

1. 1. 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.
2. 2. Respond to and resolve support tickets independently within agreed SLAs, ensuring accurate documentation and follow-up in both languages.
3. 3. Perform root cause analysis on recurring technical problems, using Windows diagnostic tools to identify solutions and prevent future incidents.
4. 4. Update and manage the knowledge base by documenting solutions and troubleshooting steps in English and Arabic for team reference.
5. 5. Participate in on-call support rotations, handling escalations and providing clear communication to users in their preferred language.
6. 6. Coach and support analysts and new team members by sharing technical knowledge and language‑specific best practices.

Skill Requirements

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

Other Requirements

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