Support and Operation Technician N1

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