Advanced Operation Technician

NTT DATA, Inc.; Bengaluru; On-site; INR 5,00,000 - 7,00,000; Full time

Job summary

A multinational technology company is seeking a candidate for first-level technical support. The ideal candidate must be fluent in English and Spanish and possess excellent problem-solving and communication skills. Responsibilities include troubleshooting technical issues and maintaining customer relationships. Preferred certifications include CompTIA A+ and ITIL Foundation. Join a dynamic environment where you can enhance your skills and contribute to client satisfaction.

Qualifications

• Excellent communication skills in English and Spanish are essential.
• Ability to analyze and solve technical problems using troubleshooting skills.
• Knowledge of service procedures and ITIL framework.

Responsibilities

• Provides first-level support for technical issues.
• Uses troubleshooting techniques to identify and resolve customer issues.
• Logs and tracks details of solutions provided to customers.

Skills

Excellent verbal and written communications in English and Spanish

Troubleshooting skills

Good organizational skills

Good interpersonal skills

Ability to handle stressful situations

Ability to learn new products and technologies

Ability to learn new products and technologies

Education

Bachelor’s Degree in any stream

CompTIA A+ Certification

ITIL 4 Foundation Certification

Microsoft Certified: Azure Fundamentals certification

Tools

Service Now

Job description

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