Job Description

Want to be a part of our team Provides bilingual Vietnamese-English technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customers/users where the product is highly technical or sophisticated in nature. Working at NTT MS Engineer (L1) (Vietnamese and English - Bilingual) is 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 to restore service to clients by managing incidents to resolution. The primary objective is to ensure zero missed service level agreement conditions. The MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests. Key Roles and Responsibilities: Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly in both Vietnamese & English 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 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 (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 What will make you a good fit for the role

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