Senior administrator - english, french

Skills:

SERVICE DESK

Secondary Skills:

Windows

SERVICE DESK

No. of positions: 1

Job Title: Sr Admnstr-English,FRENCH,Windows About HCLTech HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We are powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving. Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Job Summary This role delivers advanced technical support for Windows environments, utilizing both French and English language proficiency to resolve complex issues escalated by analysts. The position focuses on diagnosing root causes, implementing effective solutions, and ensuring customer satisfaction while upholding organizational quality and security standards.

Key Responsibilities

Deliver advanced technical support by troubleshooting and resolving complex issues in Windows environments, utilizing both French and English language proficiency to assist diverse customers.

Perform root cause analysis and implement solutions for escalated technical and security incidents using Windows administrative tools and diagnostic utilities.

Maintain and update knowledge base documentation in both French and English to facilitate effective issue resolution and ongoing learning within the support team.

Coach and mentor analysts and new team members, providing guidance on advanced troubleshooting techniques and effective use of Windows support tools.

Ensure resolution of complex support tickets within defined SLAs, collaborating within the support team to maintain operational excellence and robust security posture.

Contribute to positive customer experiences by achieving high First Call Resolution rates and minimizing case reopens, leveraging strong bilingual communication and technical expertise.

Skill Requirements

Advanced Proficiency In Windows Operating Systems Administration And Troubleshooting.

Advanced Proficiency In Using Diagnostic And Remote Support Tools For Windows Environments.

Advanced Skills In Conducting Root Cause Analysis And Implementing Technical Solutions.

Advanced Knowledge Of IT Service Management Processes And SLA Adherence.

Advanced Ability To Create And Maintain Technical Documentation And Knowledge Bases.

Certification

Optional but valuable: Microsoft Certified: Windows Server Hybrid Administrator Associate or similar certification.

Optional but valuable: ITIL Foundation certification.

Optional but valuable: DELF/DALF (French language certification).

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