MS Engineer L1 (English, Cantonese & Mandarin Speaker)

Applicable Limited; Cyberjaya; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company that values diversity and innovation! As an MS Engineer L1, you'll play a crucial role in providing exceptional technical support to clients, ensuring their IT infrastructure remains operational. This entry-level position offers a fantastic opportunity to grow your skills in a collaborative environment. You'll engage with clients, troubleshoot incidents, and monitor systems, all while contributing to a culture that embraces inclusion and personal development. If you're eager to kickstart your career in IT and make a meaningful impact, this role is perfect for you!

Qualifications

• Entry level in IT or helpdesk experience preferred.
• Fluency in Mandarin and English required, Cantonese is a plus.

Responsibilities

• Respond to customer calls/emails/chats and address needs.
• Investigate first line incidents and identify root causes.
• Log all calls accurately in the helpdesk database.

Skills

Technical Support

Incident Management

Troubleshooting

Customer Service

Communication Skills

Education

Diploma in Information Technology

Bachelor's Degree in Computing

Tools

Helpdesk Database

CRM System

Ticketing System

Job description

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The MS Engineer L1(English, Cantonese & Mandarin Speaker) is an entry level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.

This role has the primary objective is to ensure zero missed service level agreement (SLA) conditions and focuses on first-line support, resolution, monitoring and event management for standard and low complexity incidents and service requests.

What you'll be doing

Key Responsibilities:

• Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly
• Provide technical support on operational or maintenance of a personal computers/Applications/ other products/peripherals using documented procedures and available tools
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises
• Responsible to meet customer SLAs agreed in place
• Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level to resolve the issue to the customer's complete satisfaction
• Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management
• Monitors client infrastructure and solutions

Academic Qualifications and Certifications:

• 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 experienced candidate in IT field/helpdesk experience are preferred, but fresh graduates are welcomed
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to maintain a positive outlook at work and agile
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Workplace type:

Hybrid Working

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today