Bilingual MS Engineer L1 - IT Helpdesk (EN/CN/Cantonese)

NTT America, Inc.; Cyberjaya; Hybrid; MYR 201,000 - 268,000; Full time

Job summary

NTT DATA is seeking an MS Engineer L1 (English, Mandarin and Cantonese Speaker) in Cyberjaya to provide managed IT infrastructure support. The role focuses on first-line incident handling, ensuring zero missed SLA, and resolving issues to restore service promptly.

You will respond to requests via calls, emails, and chats, troubleshoot PCs/applications, and escalate as needed while maintaining customer satisfaction and documented tracking in the CRM system. Hybrid work arrangement offered.

Qualifications

• Fluency in Mandarin & English (Mandarin and English speaking/writing) is required; Cantonese is a plus.
• Diploma, bachelor's degree or equivalent in IT/Computing or relevant work experience.
• Entry-level IT/helpdesk experience welcomed; fresh graduates accepted.

Responsibilities

• Respond to calls, emails, and chats from customers and address needs or route requests.
• Provide technical support for operation/maintenance of PCs, applications and peripherals using documented procedures.
• Identify common incidents and opportunities for incident reduction.
• Investigate first-line incidents and identify root causes and problems.
• Use troubleshooting techniques with FAQs and tools to identify defects and dispatch onsite engineers when needed.
• Meet customer SLAs and manage customer expectations for issue resolution.
• Log all calls accurately in helpdesk/CRM/ticketing system for proper management.
• Monitor client infrastructure and solutions.

Skills

Mandarin language

English language

Cantonese

Education

Information Technology / Computing degree or diploma

Job description

NTT DATA is seeking an MS Engineer L1 (English, Mandarin and Cantonese Speaker) in Cyberjaya to provide managed IT infrastructure support. The role focuses on first-line incident handling, ensuring zero missed SLA, and resolving issues to restore service promptly.

You will respond to requests via calls, emails, and chats, troubleshoot PCs/applications, and escalate as needed while maintaining customer satisfaction and documented tracking in the CRM system. Hybrid work arrangement offered.