MS Engineer L1 (English, Mandarin and Cantonese Speaker)

NTT DATA, Inc.; Cyberjaya; Hybrid; MYR 42,000 - 60,000; Full time

Job summary

NTT DATA, Inc. in Cyberjaya is seeking an MS Engineer L1 to provide first-line IT support, focusing on maintaining uptime and resolving incidents. You will handle calls and tickets, engage with multilingual clients, and work in a hybrid model with day and night shift options.

Ideal candidates hold a Diploma or Bachelor's in IT/Computing, are fluent in Mandarin and English (Cantonese a plus), and are ready for entry-level IT helpdesk roles with certifications valued by the 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 a plus

Responsibilities

• Respond to calls/emails/chats from customers and address needs or route requests
• Provide technical support for operational tasks on PCs/Applications/products using documented procedures
• Identify common incidents and opportunities for incident reduction
• Investigate first-line incidents and identify root causes
• Use troubleshooting techniques and guidelines to dispatch onsite engineers when needed
• Meet customer SLAs and manage expectations to resolve issues satisfactorily
• Log all calls accurately in helpdesk/CRM systems

Skills

Mandarin language proficiency

English language proficiency

Customer-facing communication

Shift readiness

Education

Diploma or Bachelor's in IT/Computing

Job description

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 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

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.