Helpdesk Support Engineer- Spanish
- NLB Services
- 2 - 6 years
- Hyderabad
- 24 days ago
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Job Description
Job Description: Helpdesk Support Spanish Language
Location: HyderabadExperience: 14 years
Shift: Rotational shifts / 24x7 support
About the Role
This position is ideal for candidates who are fluent in Spanish and capable of providing high-quality technical and customer support to global users. The role involves handling IT service desk requests, troubleshooting basic technical issues, and ensuring smooth communication with Spanish-speaking clients and stakeholders.
Key Responsibilities
- Provide IT Helpdesk support to end-users through calls, emails, chats, or ticketing tools.
- Handle and resolve Level-1 technical issues such as password resets, access issues, VPN connectivity, printer problems, email configuration, and basic application support.
- Communicate fluently in Spanish to understand user issues, respond clearly, and document ticket details accurately.
- Log all support interactions in the ticketing system with complete notes and follow standard operating procedures.
- Perform initial triage and escalate complex issues to the appropriate L2/L3 teams as needed.
- Track and follow up on open tickets to ensure timely resolution and excellent customer experience.
- Adhere to SLA timelines, quality parameters, and internal process compliance.
- Provide guidance to users on IT policies, software usage, and standard troubleshooting steps.
- Participate in team huddles, knowledge-sharing sessions, and continuous improvement activities.
Required Skills & Qualifications
- Bachelors degree (any discipline) or equivalent professional experience.
- Fluency in Spanish (B2/C1 level) both verbal and written.
- Strong English communication is an added advantage.
- 14 years of experience in a Service Desk / Helpdesk / Technical Support environment.
- Good understanding of Windows OS, MS Office, Outlook, VPN, basic networking, and common enterprise applications.
- Experience with ITSM tools like ServiceNow, Remedy, or JIRA is preferred.
- Ability to work in rotational shifts, including night shifts if required.
Preferred Qualifications
- ITIL Foundation certification (preferred but not mandatory).
- Experience supporting global users in a multi-lingual environment.
- Strong troubleshooting mindset, customer orientation, and problem-solving ability.
Job Classification
Industry: BPM / BPOFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Desktop EngineerEmployement Type: Full timeContact Details:
Company: NLB ServicesLocation(s): Hyderabad
Keyskills: Helpdesk Spanish Outlook Configuration Ticketing L1 Support Technical Helpdesk Ticketing Tools Service Desk Technical Support Windows Troubleshooting IT Support Active Directory
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