MS Engineer L1 (English, Cantonese, Mandarin speaker)
$62,400–$62,400 year
HybridCyberjaya, Selangor, Malaysia
Job Summary
Respond to calls, emails, and chats from customers to address needs or route requests, providing technical support for PC operations, applications, and peripherals using documented procedures. Investigate first-line incidents to identify root causes, apply troubleshooting techniques with FAQs and tools to isolate defects, and follow guidelines for dispatching onsite engineers if required. Routinely identify common incidents and opportunities for avoidance while maintaining customer SLAs and setting expectations. Log all interactions accurately in the helpdesk database or ticketing system and escalate complex issues to higher levels for resolution. Monitor client infrastructure and solutions to ensure operational continuity.
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 are welcomed
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)
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