Job Summary

This role delivers advanced technical support for Windows environments, utilizing both English and Arabic language proficiency to resolve complex incidents and address customer needs. The individual ensures high service quality by conducting in-depth troubleshooting, root cause analysis, and contributing to continuous improvement of support processes. They play a key role in enhancing operational efficiency and maintaining a strong security posture.

Key Responsibilities

1. Provide advanced technical support and troubleshooting for Windows systems, leveraging proficiency in English and Arabic to address user issues and ensure clear communication.
2. Perform root cause analysis for escalated incidents using diagnostic tools and implement effective solutions to resolve technical and security issues in Windows environments.
3. Update and manage technical knowledge bases in both English and Arabic, ensuring relevant documentation is available for team use.
4. Coach and train new support analysts by sharing advanced troubleshooting techniques and best practices for Windows operations.
5. Resolve complex tickets within agreed SLAs, collaborating with internal support teams to maintain seamless operations and strengthen the organization’s security posture.
6. Ensure positive customer experience and high CSAT scores through first call resolution, clear communication, and proactive mitigation of security threats.

Skill Requirements

1. Advanced Proficiency In Windows Operating System Administration And Troubleshooting.
2. InDepth Knowledge Of Diagnostic And Remote Support Tools For Windows Environments.
3. Advanced Understanding Of Incident Management, Root Cause Analysis, And Ticketing Systems.
4. Advanced Proficiency In Maintaining And Updating Technical Documentation And Knowledge Bases.
5. Advanced Proficiency In Customer Service Principles And Techniques For It Support.

Other Requirements

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

Skill Requirement : Soft Skills \\r\\n \\r\\n- Excellent communication and conversation skills (Verbal and Written) \\r\\n- Good documentation skills \\r\\n- Good working knowledge of MS OFFICE (Including MS Project and Visio) \\r\\n- Should have a great customer handling skills \\r\\n- Able to handle unforeseen situations \\r\\n- High level of acceptance \\r\\n- Can drive HCL’s value and its methodology \\r\\n \\r\\nOther Skills / Experience \\r\\n \\r\\n· Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. \\r\\n· Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must. \\r\\n· Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared. \\r\\n· Ability to learn new information quickly and the willingness to do so at all times. \\r\\n· Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week. \\r\\n· Customer Focus \\r\\n· Teamwork \\r\\n· Technical Expertise \\r\\n· Interpersonal Effectiveness \\r\\n· Concern for Order and QualityOther Requirement : Years of Experience \\r\\n \\r\\nTotal : 3-4 yrs of University education post High school (B.Sc. or Diploma) \\r\\nRelavant : 2 - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware, \\r\\n involving hardware, software, and networks.