L1 IT Support Engineer – Cloud & Networking

NTT DATA, Inc.; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

NTT DATA in Malaysia seeks a Cross Technology Managed Services Engineer (L1) to be the first point of contact for clients, monitor infrastructure, and resolve standard incidents. You will work across Cloud, Networking, Security, and Applications in a fast-paced, on-site environment.

You will handle tickets using ITSM tools, contribute to knowledge articles, and support disaster recovery exercises while delivering a positive client experience.

Qualifications

• Entry-level experience with troubleshooting and support in security, network, DATA centre, systems, or storage within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling tickets on day‑to‑day basis; act promptly per Sop’s.
• Try to resolve as many tickets as possible using Knowledge articles or Sop’s.
• Good understanding of using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• Client‑centric approach, understanding requirements and positive experience.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques and refraining from interrupting.
• A positive outlook at work, even in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.
• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).

Responsibilities

• Be the first point of contact for clients and ensure incidents and problems are resolved promptly.
• Monitor client infrastructure and provide first-line support for standard incidents and service requests.
• Work across Cloud, Security, Networking, Applications, or Collaboration domains.
• Update knowledge articles or create new ones; support project work as needed.
• Contribute to disaster recovery functions and tests; ensure data safety.
• Provide clear handovers to maintain service continuity.

Skills

Troubleshooting basics

ITIL processes

Ticket handling

ITSM tools

Cross-cultural communication

Active listening

Willingness to work longer hours

Education

Bachelor's degree in IT or Computing

Job description

NTT DATA in Malaysia seeks a Cross Technology Managed Services Engineer (L1) to be the first point of contact for clients, monitor infrastructure, and resolve standard incidents. You will work across Cloud, Networking, Security, and Applications in a fast-paced, on-site environment.

You will handle tickets using ITSM tools, contribute to knowledge articles, and support disaster recovery exercises while delivering a positive client experience.