Cyberjaya, Malaysia, Malaysia
Hybrid
Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.
Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.
Your day at NTT DATA
As an MS Engineer (L1) Japanese-speaking 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 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/ degree holders preferably in IT/ Computer Science - open to consider fresh graduates
Minimum 1-2 years of related IT helpdesk/ customer service working experience is highly preferred but not a must
Basic IT skill; using PC on daily basis
Language requirement:
For non-native (local / Japanese-speaking candidates): Advanced to fluent level in Japanese language (reading, writing & speaking, minimum JLPT N3 is required)
For Japanese native candidates: Intermediate to business level English
Workplace type:
Hybrid WorkingEqual 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. Accelerate your career with us. Apply today
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