Bilingual IT Support Administrator - Windows & On-Call

HCL Technologies Limited; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Windows troubleshooting

Independent issue resolution

Knowledge base management

Customer service excellence

Job description

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.