MS Engineer (L1) Japanese-speaking

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Descrizione

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. 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 t

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