MS Engineer L1 (English Cantonese and Mandarin speaker)

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 escalate 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. Apply today.

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