Bilingual MS Engineer L1 — IT Helpdesk & Incident Champion

NTT DATA, Inc.

Cyberjaya

Hybrid

MYR 47,000 - 74,000

Full time

14 days+

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Job summary

NTT DATA is seeking an MS Engineer L1 to deliver first-line IT support, ensuring incidents are resolved and SLAs are met. You will handle calls, emails, and chats, log cases, and monitor client infrastructure to keep systems running smoothly for clients.

The role requires a Diploma or Bachelor's in IT, fluency in Mandarin and English (Cantonese a plus), and is open to fresh graduates. Shift flexibility is required, including 12-hour shifts, with a hybrid working arrangement.

Qualifications

Diploma, bachelor’s degree, or relevant qualification in Information Technology/Computing (or demonstrated equivalent work experience).
Fluency in Mandarin & English (both speaking and writing), Cantonese is good advantage.
Entry level IT/helpdesk experience preferred, but fresh graduates welcome.
Flexible to work in shift patterns, including 12-hour shifts and could include day/night/custom hours.
Certifications relevant to the services provided carry additional weight.

Responsibilities

Respond to calls/emails/chats from customers and address needs or route the request accordingly.
Provide technical support on operation/maintenance of PCs/applications/other products per documented procedures.
Identify common incidents and opportunities for avoidance and incident reduction.
Investigate first-line incidents and identify root causes.
Use troubleshooting techniques and tools to identify defects and guide dispatching onsite engineers if needed.
Meet customer SLAs as agreed.
Set customer expectations and escalate issues when necessary to resolve the issue.
Log all calls accurately in helpdesk/CRM/ticketing system.
Monitor client infrastructure and solutions.