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Senior Administrator
HCLTech
Senior
Not specified
Manila, National Capital Region, Philippines
Job description
Backend Engineering
Technology
Senior
## Job Description Job Summary SD- Lead 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 Re…
Skills
Primary
Secondary
Responsibilities
Provide advanced technical support and troubleshooting for Windows systems in English and Arabic
Perform root cause analysis for escalated incidents and implement solutions
Update and manage technical knowledge bases in English and Arabic
Coach and train new support analysts on advanced troubleshooting techniques
Resolve complex tickets within agreed SLAs
Ensure positive customer experience and high CSAT scores
Collaborate with internal support teams
Maintain seamless operations and strengthen security posture