Role OverviewThe Senior Administrator will provide advanced technical support and troubleshooting for Windows systems, leveraging proficiency in English and Arabic to address user issues and ensure clear communication. The role involves working closely with the client side and enabling functions in the Organization to manage and drive transition of infrastructure management activities into a remote model, and providing oversight over all aspects of quality and service levels.
What You Will Do
Key responsibilities include providing advanced technical support and troubleshooting for Windows systems, performing root cause analysis for escalated incidents, updating and managing technical knowledge bases, coaching and training new support analysts, resolving complex tickets, and ensuring positive customer experience.
Why It Might Be a Fit
The ideal candidate will have experience in delivering managed services, building and managing teams, and maintaining customer relationships. The role requires strong technical skills, including proficiency in English and Arabic, and experience in ITIL process definitions and implementation.
Requirements
- Deliver Managed Services for the global Clients
- Build and manage teams and direct all related People/ Process and Technology Competencies
- Build and Maintain customer relationship
- Effectively monitor, control and support infrastructure service delivery
- ITIL process definitions and implementation
- Automation in service delivery
- Ensure knowledge retention
- Resource management & Utilization, Attrition control
- Audit and security compliance
- Management reporting
- Conduct regular in depth service and process audits
- Employee retention, motivation and training
- Focus on grooming people from L1 to L2, L2 to L3 within select timelines
- Overall SLA management
- Manage & deliver overall Customer Satisfaction
- Manage & deliver overall employee satisfaction
Benefits
- medical
- dental
- vision
- pharmacy
- life
- accidental death & dismemberment
- disability insurance
- employee assistance program
- 401(k) retirement plan
- 10 days of paid time off per year
- 10 paid holidays per year
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