MS Engineer L1 (English, Cantonese & Mandarin Speaker)

Applicable Limited; Cyberjaya; On-site; MYR 24,000 - 36,000; Full time

Job summary

Join a forward-thinking company as an MS Engineer L1, where you'll provide essential support to ensure clients' IT systems run smoothly. This entry-level role is perfect for those passionate about technology and customer service, offering a chance to grow in a dynamic environment. You'll engage with clients, troubleshoot issues, and contribute to a culture of excellence and innovation. With a commitment to diversity and inclusion, this role provides an opportunity to thrive in a supportive workplace while making a real impact in the tech industry. If you're eager to start your career in IT, this is the perfect opportunity for you.

Qualifications

• Entry-level role requiring IT qualifications or equivalent experience.
• Fluency in Mandarin and English; Cantonese is an advantage.

Responsibilities

• Provide first-line support and resolve technical incidents for clients.
• Monitor client infrastructure and ensure SLA compliance.

Skills

Technical Support

Troubleshooting

Communication Skills

Active Listening

Education

Diploma in Information Technology

Bachelor's Degree in Information Technology

Tools

Helpdesk Database

CRM System

Ticketing System

Job description

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

Your day at 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 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 customers and address their needs or route the request accordingly.
• Provide technical support on the operation or maintenance of 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 engineers if needed.
• Responsible for meeting customer SLAs agreed in place.
• Responsible for setting customer expectations and escalating issues as needed to resolve the issue to the customer's complete satisfaction.
• Accurately log all calls in the helpdesk database/CRM/ticketing system for proper customer management.
• Monitor 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 a good advantage.
• Entry-level experienced candidates in the IT field/helpdesk experience are preferred, but fresh graduates are welcomed.
• Certifications relevant to the services provided (certifications carry additional weight in 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 be 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

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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. Join our growing global team and accelerate your career with us. Apply today.