Administrator - English, German, Microsoft Windows at HCLTech

HCLTech; Kraków; On-site; PLN 60,000 - 90,000; Full time

Job summary

HCLTech in Kraków is seeking an Administrator to deliver Windows IT support in English and German on-site. You will diagnose incidents, resolve requests, and contribute to knowledge management to improve service quality.

You will document solutions, perform root cause analysis, update technical documentation, and coach junior analysts. Strong communication in German and English is required; Microsoft Windows expertise preferred.

Qualifications

• Experience with Windows-based IT support and incident management.
• Strong German and English communication for technical support.
• Knowledge of root cause analysis for IT incidents.
• Excellent documentation and knowledge-management skills.
• Willingness to coach and mentor teammates.

Responsibilities

• Provide technical Windows support and incident resolution using ticketing tools, meeting SLAs.
• Communicate with end-users in German and English to gather info and deliver solutions.
• Perform root cause analysis on recurring Windows issues and document findings in the knowledge base.
• Update and maintain Windows troubleshooting docs and knowledge base articles.
• Coach and train new analysts on Windows support protocols and effective bilingual communication.
• Aim for First Call Resolution and minimize ticket reopens by accurate problem resolution.

Skills

Ticketing tools

German & English

Root cause analysis

Documentation skills

Knowledge sharing

Tools

Windows Diagnostics

Remote support tools

Job description

Administrator - English, German, Microsoft Windows at HCLTech in Kraków, ML, PL.

This Full time on site position offers great opportunities for career growth. Kraków, Małopolskie

Job Summary

This role is responsible for delivering technical support in both German and English for Windows-based environments, ensuring timely and effective resolution of incidents and service requests. The individual will independently address user issues, perform root cause analysis, and contribute to knowledge management, directly impacting customer satisfaction and service quality.

Key Responsibilities

1. Provide technical support for Windows-based systems by independently diagnosing and resolving incidents and service requests using ticketing tools, ensuring adherence to SLAs.
2. Communicate with end-users in both German and English to gather information, clarify issues, and deliver solutions, ensuring clear and effective support interactions.
3. Perform root cause analysis on recurring Windows issues utilizing diagnostic tools and system logs, and document findings in the knowledge base.
4. Update and maintain technical documentation and knowledge base articles related to Windows troubleshooting processes, contributing to continuous improvement.
5. Coach and train new analysts on Windows support protocols and effective communication in German and English, fostering team capability.
6. Ensure customer satisfaction by achieving First Call Resolution targets and minimizing ticket rejections and reopen cases through accurate problem resolution.

Skill Requirements

1. InDepth Knowledge Of Ticketing Platforms And Remote Support Tools
2. Strong Command Of Both German And English For Technical Communication
3. Solid Understanding Of Root Cause Analysis Methodologies For It Incidents
4. Good Documentation And Knowledge Management Skills
5. Ability To Coach And Share Technical Knowledge Within The Team

Other Requirements

1. Optional but valuable: Microsoft Certified: Windows Client or similar certification
2. Optional but valuable: Zertifikat Deutsch (B2 or higher)