MS Engineer L1 (English, Cantonese, Mandarin speaker)
HybridCyberjaya, Selangor, Malaysia
Job Summary
Respond to customer calls, emails, and chats to address needs or route requests, providing first-line support for standard and low-complexity incidents and service requests. Investigate assigned incidents to identify root causes, isolate defects using FAQs and tools, and restore service while maintaining zero missed SLA conditions. Routinely identify common incidents for avoidance and reduction, log all interactions accurately in the helpdesk database, and escalate process-related issues to higher levels as needed. Monitor client infrastructure and solutions, utilizing documented procedures to troubleshoot operational or maintenance issues on PCs, applications, and peripherals.
Required Qualifications
- Diploma, bachelor's degree, or relevant qualification in Information Technology/Computing (or demonstrated equivalent work experience)
- Fluency in Mandarin & English (both speaking and writing)
- 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
Desired Qualifications
- Cantonese is good advantage
- Entry level experienced candidate in IT field/helpdesk experience
- fresh graduates
- Certifications relevant to the services provided
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