Job Description

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.

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. 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. 3. Update and manage technical knowledge bases in both English and Arabic, ensuring relevant documentation is available for team use.
4. 4. Coach and train new support analysts by sharing advanced troubleshooting techniques and best practices for Windows operations.
5. 5. Resolve complex tickets within agreed SLAs, collaborating with internal support teams to maintain seamless operations and strengthen the organization’s security posture.
6. 6. Ensure positive customer experience and high CSAT scores through first call resolution, clear communication, and proactive mitigation of security threats.
7. Advanced Proficiency In Windows Operating System Administration And Troubleshooting.
8. InDepth Knowledge Of Diagnostic And Remote Support Tools For Windows Environments.
9. Advanced Understanding Of Incident Management, Root Cause Analysis, And Ticketing Systems.
10. Advanced Proficiency In Maintaining And Updating Technical Documentation And Knowledge Bases.
11. Advanced Proficiency In Customer Service Principles And Techniques For It Support.

Key Responsibilities

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

Skill Requirements

Other Requirements