Senior Administrator - English, French, Microsoft Windows

Job Summary

Language Required: Multilingual (English/French/German)\r\n Act as the Escalation point of contact for all the first-line technical support employees for IT issues related to both Office and Store. Efficiently manage the Team and ensure all the Organization policies and standards are adhered to

Key Responsibilities

• Manage a Team of ~ 16 members\r\n• Support the L1 team with troubleshooting any complex issues on hardware (laptops, desktops, printers, billing, POS (Point of Sale), inventory, and operational queries).\r\n• Support L1 team with troubleshooting any complex software issues (OS, Microsoft Office, email systems).\r\n• Act as the escalation point for all the resources in Morocco Service Desk\r\n• Liaise with the HCL internal management for all the requirements and delivery\r\n• Provide guidance to the resources on process and security compliance \r\n• Act as the SPOC for the customer w.r.t. the delivery for Morocco Service Desk\r\n• Support the larger Service Desk team in the customer reviews

Skill Requirements

• Strong technical troubleshooting skills (hardware, software, network basics).\r\n• Knowledge of operating systems (Windows, macOS) and productivity software.\r\n• Familiarity with retail store operations (POS, inventory management).\r\n• Familiarity with Active Directory, VPN, and ticketing tools (Service Now, Jira).\r\n• Good communication and documentation skills.\r\n• Retail process knowledge.\r\n• Customer-first attitude.\r\n• Ability to work on PowerPoint presentations, prepare excel reports\r\n• Ability to work in shifts.

Other Requirements

• Experience - minimum 6 years of Service Desk experience\r\n• Should have managed a team for at least 1 year\r\n• Should be fluent in French / German and English