Frontline Cloud Support Engineer (Mandarin/English)

Accenture PLC; Petaling Jaya; Presencial; MYR 42 000 - 72 000; Tempo integral

Resumo da oferta

Accenture PLC is hiring a Frontline Cloud Support Engineer to be the first contact for international cloud customers. You will handle tickets, remote troubleshooting, and escalations, while documenting actions and contributing to knowledge bases.

The role requires Mandarin and English communication, associate/bachelor in a related field, and 2+ years in cloud support or IT help desk. A 24x7 rotating shift is expected.

Qualificações

• Associate or bachelor's degree in CS, IT, Network Eng or related field (or equivalent).
• 2+ years of full-time Cloud Support or IT help desk with customer-facing experience.
• Hands-on in ITSM tickets, hotline, email or chat for customer issues.
• Strong Mandarin and good English for support and collaboration.
• Experience with at least one major public cloud platform and cloud services.
• Knowledge of Linux or Windows Server administration and troubleshooting.
• Solid networking basics: TCP/IP, DNS, VPN, load balancing.
• Familiarity with ITSM processes, ticketing, escalation, and closure.
• Customer service oriented with ownership and calm under urgency.
• Willing to work in a 24x7 rotating shift.

Responsabilidades

• Serve as first contact for international cloud customers via messaging, ITSM tickets, and hotline.
• Perform initial troubleshooting and handle high-impact cases with escalation as needed.
• Prepare escalation materials and coordinate with specialized teams until resolution.
• Contribute to knowledge base development and engineer development.
• Document problems and actions clearly; support case reviews and improvements.
• Communicate troubleshooting progress and next steps to customers.

Conhecimentos

Cloud support experience

Customer service

Troubleshooting

Documentation

Team coordination

Formação académica

Associate or Bachelor's degree in CS/IT/Network Eng

Ferramentas

Public cloud platforms

ITSM tools

Linux/Windows Server

Descrição da oferta de emprego

Accenture PLC is hiring a Frontline Cloud Support Engineer to be the first contact for international cloud customers. You will handle tickets, remote troubleshooting, and escalations, while documenting actions and contributing to knowledge bases.

The role requires Mandarin and English communication, associate/bachelor in a related field, and 2+ years in cloud support or IT help desk. A 24x7 rotating shift is expected.