**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