Bilingual MS Engineer L1 – IT Helpdesk Support

NTT DATA, Inc.; Cyberjaya; Hybrid; MYR 36,000 - 60,000; Full time

Job summary

NTT DATA is seeking an MS Engineer L1 to deliver first-line IT support across client environments, ensuring SLAs are met and incidents are resolved with minimal disruption. The role emphasizes multilingual communication (English, Mandarin; Cantonese advantageous) and working in shift patterns within a hybrid workplace.

You will log incidents in helpdesk/CRM systems, diagnose basic issues, and coordinate with onsite teams as needed while delivering reliable customer service.

Qualifications

• Diploma or degree in IT/Computing or equivalent work experience.
• Fluency in Mandarin and English; Cantonese is a plus.
• Fresh graduates welcome; entry-level IT/helpdesk experience preferred.
• Willingness to work in shifts, including 12-hour shifts when required.

Responsibilities

• Respond to calls, emails, and chats from customers and route requests as needed.
• Provide technical support for IT infrastructure/ PCs and applications per documented procedures.
• Identify common incidents and opportunities for incident avoidance and reduction.
• Investigate first-line incidents and determine root causes.
• Use troubleshooting techniques with FAQs/tools and dispatch onsite engineers when needed.
• Meet customer SLAs and manage expectations to ensure satisfaction.
• Log all interactions accurately in the helpdesk/CRM system.
• Monitor client infrastructure and solutions.

Skills

Multilingual support

Mandarin fluency

English fluency

Cantonese advantageous

Customer service

Active listening

Education

Diploma/Bachelor's in IT/Computing or equivalent

Tools

Helpdesk CRM system

Job description

NTT DATA is seeking an MS Engineer L1 to deliver first-line IT support across client environments, ensuring SLAs are met and incidents are resolved with minimal disruption. The role emphasizes multilingual communication (English, Mandarin; Cantonese advantageous) and working in shift patterns within a hybrid workplace.

You will log incidents in helpdesk/CRM systems, diagnose basic issues, and coordinate with onsite teams as needed while delivering reliable customer service.