Job Summary

This role delivers advanced technical support and troubleshooting for Windows environments, leveraging Spanish (Spain) and English language proficiency. The individual addresses complex incidents escalated by team members, conducts root cause analysis, and implements solutions to maintain operational excellence and enhance customer satisfaction. They contribute to knowledge management and mentor less experienced analysts to strengthen team capability.

Key Responsibilities

1. Deliver advanced technical support for Windows operating systems by diagnosing and resolving complex incidents using both English and Spanish (Spain), ensuring compliance with quality standards and company policies.
2. Perform root cause analysis and implement effective solutions for escalated technical and security issues in Windows environments, addressing incidents to meet agreed service level agreements (SLAs).
3. Update and manage knowledge base articles related to Windows troubleshooting and support, ensuring information is accurate and accessible for team members.
4. Provide coaching and guidance to analysts and new team members in both English and Spanish (Spain), sharing best practices for technical issue resolution and customer communication.
5. Collaborate with internal support teams to address cross-functional technical challenges in Windows administration, ensuring seamless operations and a strong security posture.
6. Drive positive customer experiences by achieving first call resolution, minimizing rejected resolutions and reopened cases, and proactively mitigating potential security threats within the Windows ecosystem.

Skill Requirements

1. Advanced Proficiency In Windows Administration, Troubleshooting, And Security Best Practices.
2. Advanced Proficiency In Performing Root Cause Analysis And Implementing Solutions For Complex Technical Issues.
3. Advanced Understanding Of Service Management Tools For Ticket Resolution And Sla Compliance.
4. Advanced Ability To Update And Maintain Technical Knowledge Bases And Documentation.
5. Advanced Communication Skills For Coaching And Supporting Team Members.

Other Requirements

1. Microsoft Certified: Windows Server Hybrid Administrator Associate (optional but valuable)
2. ITIL Foundation Certification (optional but valuable