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Remote Engineer

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NTT DATA

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Location:
Malaysia , Petaling Jaya

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Remote Engineer (Japanese-speaking) is an entry level engineering role, responsible for providing a professional remote technical support service to clients by proactively identifying and resolving technical incidents and problems. This role makes use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner. Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution.

Job Responsibility:

  • Serves as the initial point of contact for end-users seeking technical assistance in the areas of networking, collaboration tools, and end-user computing
  • Provides prompt and efficient troubleshooting and support for incidents and service requests related to networking issues, such as network connectivity, DNS, DHCP, IP addressing, wireless connectivity, and network equipment configurations
  • Resolves collaboration-related issues, including but not limited to email systems, video conferencing platforms, instant messaging tools, and document sharing applications
  • Follows established procedures, guidelines, and best practices to deliver timely and accurate resolutions to end-users' problems
  • Documents all incidents, service requests, and actions taken in the service desk ticketing system, ensuring detailed and accurate records
  • Escalates complex or unresolved issues to level 2 or higher-level engineers or specialised teams, providing comprehensive information and analysis
  • Collaborates with other IT support teams, including networking, collaboration, and end-user computing specialists, to resolve cross-functional issues and contribute to problem resolution
  • Monitors network performance, conduct routine maintenance tasks, and apply patches and updates to network infrastructure and collaboration tools as required
  • Assists in the development and maintenance of knowledge base documentation, troubleshooting guides, and standard operating procedures to enhance service desk efficiency and effectiveness

Requirements:

  • Bachelor's degree or equivalent in information technology, computer science, or a related field is preferred
  • Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications are a plus
  • For non-native (local / Japanese-speaking candidates): Advanced to fluent level in Japanese language (reading, writing & speaking, minimum JLPT N2 is required)
  • For Japanese native candidates: business level English
  • Basic experience in a service desk or helpdesk role, providing support in multiple IT towers, including networking, collaboration, and end-user computing
  • Flexible to work in rotational 12-hour shifts (24x7 operation, 17 days a month)

Additional Information:

Job Posted:
March 26, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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