MS Engineer (L1) Japanese-speaking

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

• Entry-level experience with troubleshooting and support in security, network, DATA centre, systems, or storage within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling of tickets on day-to-day basis. Act promptly as per defined Sop’s.
• Try to resolve as many tickets as possible using available Knowledge articles or provided Sop’s.
• Good understanding of using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• A client-centric approach, understanding their requirements and ensuring a positive experience throughout their journey.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques and refraining from interrupting.
• A positive outlook at work, even in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.
• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).