MS Engineer L1 – Mandarin/English Hybrid Support

Dimension Data Solutions Limited (Kenya); Cyberjaya; Hybrid; MYR 42,000 - 64,000; Full time

Job summary

NTT DATA in Malaysia is seeking an MS Engineer L1 to provide first-line IT support for clients, ensuring services remain operational and SLAs are met. You will handle incidents and requests across English, Mandarin and Cantonese with a customer-centric approach.

You will work in a hybrid model, logging issues, troubleshooting with documented procedures, and escalating when needed, while maintaining a positive client experience and aligning with service delivery standards.

Qualifications

• Diploma, bachelor’s degree, or relevant qualification in Information Technology/Computing.
• Fluency in Mandarin & English (speaking and writing); Cantonese is a plus.
• Entry-level IT/helpdesk experience welcome; fresh graduates are encouraged to apply.
• Willingness to work in shift patterns, including 12-hour shifts.

Responsibilities

• Respond to calls/emails/chats from customers and address needs or route requests.
• Provide technical support for operation/maintenance of PCs, applications, and peripherals using documented procedures.
• Identify common incidents and opportunities for incident reduction.
• Investigate first-line incidents and determine root causes.
• Use troubleshooting techniques and available tools to isolate defects and guide onsite engineers if needed.
• Meet customer SLAs and set expectations; escalate when necessary to resolve issues.
• Accurately log all interactions in the helpdesk/CRM system for proper customer management.
• Monitor client infrastructure and solutions.

Skills

Mandarin

English

IT Helpdesk

Education

IT/Computing degree

Job description

NTT DATA in Malaysia is seeking an MS Engineer L1 to provide first-line IT support for clients, ensuring services remain operational and SLAs are met. You will handle incidents and requests across English, Mandarin and Cantonese with a customer-centric approach.

You will work in a hybrid model, logging issues, troubleshooting with documented procedures, and escalating when needed, while maintaining a positive client experience and aligning with service delivery standards.