Job Description

Job Summary

This role ensures effective resolution of technical support tickets and provides on-call assistance, utilizing both English and Arabic language proficiency. The individual independently manages ticket queues, conducts root cause analysis, and contributes to knowledge management, directly supporting customer satisfaction and operational excellence.

Key Responsibilities

1. Provide in-depth troubleshooting and resolution of end-user issues on Windows operating systems, utilizing both English and Arabic language skills to communicate effectively with users.
2. Respond to and resolve support tickets independently within agreed SLAs, ensuring accurate documentation and follow-up in both languages.
3. Perform root cause analysis on recurring technical problems, using Windows diagnostic tools to identify solutions and prevent future incidents.
4. Update and manage the knowledge base by documenting solutions and troubleshooting steps in English and Arabic for team reference.
5. Participate in on-call support rotations, handling escalations and providing clear communication to users in their preferred language.
6. Coach and support analysts and new team members by sharing technical knowledge and language-specific best practices.

Skill Requirements

1. Solid Understanding Of Windows Operating Systems And Related Troubleshooting Tools.
2. Ability To Independently Resolve Technical Issues And Perform Root Cause Analysis.
3. Experience In Knowledge Base Management And Documentation.
4. Strong Customer Service Orientation With A Focus On First Call Resolution.

Other Requirements

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