MS Engineer L1 (Vietnamese and English - Bilingual)

NTT; Cyberjaya; Hybrid; MYR 150,000 - 200,000; Full time

Job summary

A leading technology services company in Cyberjaya is seeking a bilingual MS Engineer (L1) fluent in Vietnamese and English. In this role, you will be the first point of contact for clients, ensuring IT systems remain operational. You will provide technical support, investigate incidents, and meet service level agreements. The ideal candidate will have a diploma in IT, customer service experience is a plus, and relocation support is available for candidates outside Malaysia. This position offers a hybrid working model.

Benefits

Relocation support for Vietnamese candidates

Diversity embracing workplace

Qualifications

• Fluency in Vietnamese & English (both speaking and writing) is required.
• 1-2 years of related IT helpdesk/customer service experience preferred but not mandatory.
• Diploma/degree holders in IT/Computer Science are preferred, fresh graduates are welcomed.

Responsibilities

• Respond to calls/emails/chats from customers and address their needs.
• Provide technical support on PCs and applications using documented procedures.
• Investigate first line incidents and identify root causes.
• Meet customer SLAs for issue resolution.
• Log all calls accurately in helpdesk database.

Skills

Fluency in Vietnamese

Fluency in English

Technical support experience

Communication skills

Active listening

Education

Diploma/degree in IT/Computer Science

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) (Vietnamese and English - Bilingual) at NTT DATA, you will be the first point of contact for our clients, ensuring their IT infrastructure and systems remain operational. You will proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests. Your aim? To ensure zero missed service level agreement conditions.

Every day, you will monitor client infrastructure and solutions, identifying problems and errors before or as they occur. You will dive deep into first-line incidents assigned to you, pinpointing the root causes, and providing telephonic, ITSM ticket or chat support to our clients when they need it most. Maintenance activities, such as patching and configuration changes, will be part of your routine, ensuring the smooth operation of client systems.

Responsibilities

• Respond to calls /emails/chats received from customers and address the customer needs or route the request accordingly
• Provide technical support on operational 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 engineer, if needed
• Responsible to meet customer SLAs agreed in place
• Responsible for setting customer expectation and escalating 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/degree holders preferably in IT/Computer Science - open to consider fresh graduates
• 1-2 years of related IT helpdesk/customer service working experience is highly preferred but not a must (fresh graduates are welcomed)
• Language requirement: Fluency in Vietnamese & English (both speaking and writing)
• Relocation support will be provided for Vietnamese-speaking candidates outside Malaysia

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 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 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 50 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. Apply today.