Administrator - English, French, Microsoft Windows

Job Summary

• Handle inbound calls and follow the call scripts and adhere to the process defined
• A strong communication skill to handle users globally
• Create tickets for all incoming calls and work towards the ticket resolution.
• Provide quick and effective assistance with information technology systems
• Listen attentively to customers’ questions and concerns and offer optimal solutions
• Able to handle basic software installation/break-fix issues and hardware issues findings remotely
• Effective handling in hard stop issues like password ,multifactor resets, and account lock/unlock issues
• Should understand the user concerns/issues cautiously and create/upgrade the priority according to the impact
• Basic Network and VPN knowledge
• Detailed knowledge in Windows and Mac troubleshooting, Active Directory ,and Google Workspace
• Daily incident det follow-up in a timely manner

Key Responsibilities

Handling inbound calls and follow the call scripts and adhere to the process defined\r\n- Able to handle basic software installation/ break-fix issues and hardware issues findings remotely\r\n- should understand user concerns/issues cautiously and create / upgrade the priority according to the impact\r\n- Basic Network and VPN knowledge\r\n- Daily incidents follow up in a timely manner\r\n

1. Resolve technical support tickets using Windows troubleshooting tools, ensuring issues are addressed within defined SLAs and documented in both English and French.
2. Communicate effectively with end-users and internal teams in French and English to clarify issues and provide clear, actionable solutions for Windows platform incidents.
3. Perform root cause analysis for recurring Windows issues, utilizing system logs and diagnostic utilities to identify and address underlying problems.
4. Update and maintain the knowledge base in English and French, ensuring accurate documentation of solutions and best practices for common Windows support scenarios.
5. Participate in on-call escalations for Windows support, independently managing incidents and providing timely, customer-focused resolutions.
6. Coach team members and contribute to internal training sessions on Windows troubleshooting and bilingual support techniques.

Skill Requirements

English

1. In Depth Knowledge Of Windows Operating Systems, Including Troubleshooting, User Account Management, And System Administration Tasks.
2. Experience With Ticketing Tools And Incident Management In A Support Environment.
3. Strong Analytical And Problem Solving Skills For Root Cause Analysis In Windows Environments.
4. Good Understanding Of Documentation Practices For Knowledge Base Updates.
5. Advanced Customer Service Orientation With A Focus On Positive User Experience.

Other Requirements

Service Desk