Administrator

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: ticketing systems, incident management processes, documenting technical solutions, updating knowledge bases, root cause analysis, coaching, guiding team members, Microsoft Certified: Windows Client, DELE (Diploma de Español como Lengua Extranjera)

Job Summary
This role is responsible for delivering technical support and issue resolution in both English and Latin American Spanish within Windows settings. The position ensures timely ticket handling, root cause analysis, and contributes to continuous service improvement, directly impacting customer satisfaction and operational excellence.

Key Responsibilities
Resolve technical support tickets using Windows OS troubleshooting skills and bilingual communication (English and Latin American Spanish), ensuring adherence to defined SLAs and quality standards.
Provide on-call support for escalated Windows system issues, performing in-depth root cause analysis to identify and address recurring problems.
Update and manage knowledge base documentation in both English and Latin American Spanish,



ensuring accuracy and accessibility for team members.
Coach and train recent analysts and team members on Windows support processes and bilingual communication best practices, supporting team capability development.
Ensure positive customer experience by delivering first call resolution, minimizing rejected solutions and reopened cases through effective use of Windows support tools and bilingual service delivery.

Skill Requirements
Solid Command Of Both English And Latin American Spanish For Technical Communication
Solid Understanding Of Ticketing Systems And Incident Management Processes
Solid Skills In Documenting Technical Solutions And Updating Knowledge Bases
Solid Ability To Conduct Root Cause Analysis For Recurring Technical Issues
Solid Capability To Coach And Guide Team Members In Technical Support Processes

Other Requirements
Optional: Microsoft Certified: Windows Client or equivalent certification
Optional: DELE (Diploma de Español como Lengua Extranjera) or equivalent Spanish language certification

📌 Administrator Chennai
🏢 HCL Technologies
📍 Chennai