Senior Support Analyst - Level 1
About the role
The Senior Support Analyst - Level 1 will provide high-quality Level 1 technical support to clients through phone, email, and chat. The role focuses on diagnosing and resolving hardware, software, and network issues, ensuring timely ticket resolution in line with SLAs, and maintaining high standards in customer communication. Candidates should have strong English and Arabic communication skills, a solid understanding of Windows operating systems, experience with remote desktop tools and ticketing systems, and basic networking knowledge. The position emphasizes a customer-first mindset and continuous learning within a fast-paced IT support environment.
Must have
- Strong verbal and written communication skills in English (Arabic proficiency is essential).
- Solid understanding of Windows Operating Systems.
- Experience with remote desktop tools and ticketing systems.
- Basic knowledge of networking concepts and troubleshooting methodologies.
- Strong problem-solving ability with a customer-first mindset.
Nice to have
- ITIL Foundation (Good to have)
- CompTIA A+ (Good to have)
Technologies
- ITIL
- Windows
Highlights
Arabic proficiency is essential for this role. Candidates can apply via LinkedIn or by sending their CV to sanduni.wickr@hcltech.com. Certifications such as ITIL Foundation and CompTIA A+ are preferred but not mandatory.
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Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka