MS Engineer L1 (English, Mandarin and Cantonese Speaker)

NTT MSC Sdn. Bhd.; Cyberjaya; Hybride; MYR 42 000 - 56 000; Plein temps

Avantages offerts par ce poste

Hybrid Working

Résumé du poste

NTT DATA in Malaysia is seeking an MS Engineer L1 to ensure client IT infrastructure stays operational. You will provide first-line support, handle incidents, and work toward zero missed SLAs while using documented procedures.

Fluency in English and Mandarin is required, Cantonese is a plus. The role may involve 12-hour shifts and hybrid working as part of a diverse global team.

Qualifications

• 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 IT/helpdesk experience welcomed or fresh graduates considered

Responsabilités

• Respond to calls, emails, or chats and address customer needs or route requests
• Provide technical support for IT operations and applications following documented procedures
• Identify common incidents and opportunities for incident avoidance and reduction
• Investigate first line incidents to identify root causes and follow up with appropriate actions
• Log all interactions accurately in the helpdesk/CRM system and monitor client infrastructure

Connaissances

Mandarin language

English language

Cantonese language

Formation

Diploma or Bachelor’s in IT/Computing

Description du poste

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.

Your day at NTT DATA

As MS Engineer L1 (English, Mandarin and Cantonese Speaker) at NTT DATA, you will be 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 to restore service to clients by managing incidents to resolution. The primary objective is to ensure zero missed service level agreement conditions. The role focuses on first line support for standard and low complexity incidents and service requests.

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 elevate 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

Requirements

• 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
• Flexible to work in shift patterns as required by the company, which may include 12-hour shifts, and could encompass day, night, or customized working hours
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
• Knowledge, skills, and attributes required: 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.

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