MS Engineer L1 (English, Mandarin and Cantonese Speaker)

NTT DATA, Inc.; Cyberjaya; Hybrid; MYR 36,000 - 60,000; Full time

Job summary

NTT DATA is seeking an MS Engineer L1 to deliver first-line IT support across client environments, ensuring SLAs are met and incidents are resolved with minimal disruption. The role emphasizes multilingual communication (English, Mandarin; Cantonese advantageous) and working in shift patterns within a hybrid workplace.

You will log incidents in helpdesk/CRM systems, diagnose basic issues, and coordinate with onsite teams as needed while delivering reliable customer service.

Qualifications

• Diploma or degree in IT/Computing or equivalent work experience.
• Fluency in Mandarin and English; Cantonese is a plus.
• Fresh graduates welcome; entry-level IT/helpdesk experience preferred.
• Willingness to work in shifts, including 12-hour shifts when required.

Responsibilities

• Respond to calls, emails, and chats from customers and route requests as needed.
• Provide technical support for IT infrastructure/ PCs and applications per documented procedures.
• Identify common incidents and opportunities for incident avoidance and reduction.
• Investigate first-line incidents and determine root causes.
• Use troubleshooting techniques with FAQs/tools and dispatch onsite engineers when needed.
• Meet customer SLAs and manage expectations to ensure satisfaction.
• Log all interactions accurately in the helpdesk/CRM system.
• Monitor client infrastructure and solutions.

Skills

Multilingual support

Mandarin fluency

English fluency

Cantonese advantageous

Customer service

Active listening

Education

Diploma/Bachelor's in IT/Computing or equivalent

Tools

Helpdesk CRM 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

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 escape 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

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

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.