Sr Administrator (Support & Operations)

About HCLTech

HCLTech is seeking a Sr Administrator (Support & Operations) to join their team in Riyadh, Saudi Arabia. This is a full-time position focused on providing advanced technical support and ensuring operational excellence.

Role Summary

The Sr Administrator will be responsible for delivering advanced technical support, conducting troubleshooting, and performing root cause analysis to ensure high levels of customer satisfaction. This role is critical in resolving complex technical and security issues and maintaining seamless operations.

Key Responsibilities

• Adhere to established quality standards, regulatory requirements, and company policies.
• Provide support for complex incidents escalated by analysts, perform root cause analysis, and implement solutions for technical and security issues.
• Engage in value-adding activities such as knowledge base updates and management, training new team members, and coaching analysts.
• Resolve complex tickets within agreed Service Level Agreements (SLAs) and collaborate with other support teams to ensure seamless operations and a strong security posture.
• Ensure a positive customer experience and achieve Customer Satisfaction (CSAT) targets through First Call Resolution, minimizing rejected resolutions or reopened cases, and mitigating security threats.

Work Type

This is a full-time employment opportunity with HCLTech.

Location

The position is based in Riyadh, Saudi Arabia.

Application Information

Candidates interested in this Sr Administrator role are encouraged to apply.