Multilingual Support Analyst

Job Description

Job Title: Multilingual Support Analyst (Dutch) Position: Senior Systems Engineer/Lead Analyst Experience:2+Years Category: Software Development/ Engineering Main location: Bangalore Position ID: J0425-2156 Employment Type: Full Time Job Description : We are seeking a proactive and customer-focused Multilingual Support Analyst fluent in Dutch to join our L2 Service Desk team. The role involves providing technical support to end users, troubleshooting and resolving incidents, and ensuring a high level of customer satisfaction. This is an excellent opportunity to work in a dynamic environment supporting global users. Required Skills & Qualifications: Fluency in Dutch and English is mandatory 2+ years of experience in a technical support/service desk role, preferably at L2 level Strong understanding of Windows OS, MS Office Suite, Active Directory, and basic networking concepts Experience with remote support tools and ticketing systems (e.g., ServiceNow, Remedy) Knowledge of ITIL framework; ITIL certification is a plus Excellent communication and problem-solving skills Ability to work independently and manage multiple priorities Behavioural Competencies : Proven experience of delivering process efficiencies and improvements Clear and fluent English (both verbal and written) Ability to build and maintain efficient working relationships with remote teams Demonstrate ability to take ownership of and accountability for relevant products and services Ability to plan, prioritise and complete your own work, whilst remaining a team player Willingness to engage with and work in other technologies Note: This job description is a general outline of the responsibilities and qualifications typically associated with the Virtualization Specialist role. Actual duties and qualifications may vary based on the specific needs of the organization. Your future duties and responsibilities Provide Level 2 technical support for hardware, software, network, and application-related issues Handle escalated tickets from L1 service desk and ensure timely resolution Communicate effectively with end users in Dutch and English via phone, email, and remote tools Troubleshoot incidents, perform root cause analysis, and implement preventive measures Escalate complex issues to L3 teams or relevant support groups as required Document all incidents, resolutions, and updates in the ticketing system Adhere to defined SLAs and maintain a high level of first-time resolution Collaborate with global support teams and contribute to knowledge base creation Follow ITIL processes for incident, problem, and change management Required qualifications to be successful in this role Experience supporting enterprise environments Knowledge of additional European languages is an advantage Technical certifications (e.g., CompTIA A+, Microsoft, Cisco) are a Plus Skills: Dutch Communications Management German Help Desk/IT Services IT Service Management