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

The MS Engineer L1(English, Cantonese & Mandarin Speaker) is an entry level engineering role, 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 restoring service to clients by managing incidents to resolution.

This role has the primary objective is to ensure zero missed service level agreement (SLA) conditions and focuses on first-line support, resolution, monitoring and event management for standard and low complexity incidents and service requests.

What you'll be doing

Key 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

Academic Qualifications and Certifications:

• 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

• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

Knowledge and Attributes:

• 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 trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.