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The MS Engineer (L1) Japanese-speaking role at NTT DATA involves providing first-line technical support to clients, ensuring their IT infrastructure remains operational. Candidates should have a diploma or degree in IT or Computer Science, with 1-2 years of experience preferred. Fluency in Japanese is essential, and the position offers a hybrid working environment.
Job Responsibility:
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
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