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Advanced Operation Technician

0 years

0 Lacs

Bengaluru Karnataka

Posted:1 week ago| Platform: SimplyHired logo

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Skills Required

spanish azure english bachelor's degree organizational skills

Work Mode

On-site

Job Description

Summary of Key Responsibilities
  • Provides first-level support in English and Spanish languages
  • To be able to work in a 24/7 work schedule
  • Uses troubleshooting techniques and tools to identify technical defects/issues
  • Assign incidents in line with documented guidelines and procedures
  • Actively supports the customer in all aspects through problem resolution, keeping the customer informed and updated throughout life of incident
  • Clearly and concisely logs and tracks details of solutions provided to resolve customer issues (logs all ACD calls, emails and call-backs) maintaining and updating customer database
  • Consistently performs to set targets
  • Escalates problems in line with documented procedures, as appropriate
  • Maintains comprehensive knowledge of service offerings along with future industry products and technologies
  • Attends required technical training sessions and makes effective use of assigned lab time
  • Complies with schedule adherence to ensure overall service level targets are achieved
  • Identifies and provides input on unique or recurring customer problems

Knowledge, skills and attributes
  • Excellent verbal and written communications in English and Spanish
  • Working knowledge of all software currently shipped with NTTD client products and basic knowledge of legacy operating systems
  • Working knowledge of PC architecture/technology
  • Working knowledge of NTTD and customer supplied applications
  • Thorough knowledge of Service Procedures
  • Thorough knowledge and understanding of policies and procedures and the ability to determine course of action based on given guidelines
  • Ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills
  • Knowledge on Service Now is preferred
  • Good organizational skills
  • Good interpersonal skills
  • Excellent telephone and customer handling skills
  • Ability to handle stressful situations.
  • Ability to deal professionally with irate customers
  • Ability to learn new products and technologies
  • Spanish language would be considered highly advantageous

Academic Qualifications and Certifications
  • Bachelor's Degree in any stream
  • Any certification like DELE, SIELE or ACTFL OPI
  • CompTIA A+ Certification
  • ITIL 4 Foundation Certification
  • Microsoft Certified: Azure Fundamentals certification is preferred but not mandatory

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