Job Title: Technical Support Engineer – L2 (Japanese Speaking)
Location: Cyberjaya, Malaysia
Experience: Minimum 2 Years
Job Summary
We are seeking a skilled and customer-focused Technical Support Engineer (L2) with proficiency in Japanese to join our team in Cyberjaya, Malaysia. The ideal candidate will act as an escalation point for complex technical issues, providing advanced troubleshooting and support across networking and telecom environments while ensuring high levels of customer satisfaction.
Key Responsibilities
- Serve as an escalation resource to resolve complex technical issues from Tier 2 support.
- Provide advanced technical support for products including Enterprise Mobility Management (EMM), Content Delivery Network (CDN), and IoT Smart Cities solutions.
- Work directly with customers to diagnose, troubleshoot, and resolve technical issues in a timely manner.
- Escalate unresolved issues to Tier 4 vendors where required and track them to closure.
- Ensure high customer satisfaction through effective communication and timely resolution of issues.
- Troubleshoot and support network-related issues involving Internet Protocols (HTTP, DNS, TCP/IP, ICMP) and internet components such as routers, proxies, gateways, and servers.
- Maintain accurate documentation of incidents, resolutions, and technical procedures.
Required Skills & Qualifications
- Minimum 2 years of experience in technical support or network support roles.
- Japanese Language Proficiency: JLPT N2 or N1 (mandatory).
- Strong communication skills in English (CEFR B2 or above).
- Solid understanding of:
- Telecom fundamentals and telecom products
- Network fundamentals and Network Design (Level 1 & 2)
- MS Office tools
- Hands-on experience in troubleshooting networking issues with strong analytical skills.
- Customer-facing experience with excellent problem-solving abilities.
Desired Skills
- Ability to mentor or train junior engineers and act as a Subject Matter Expert (SME).
- Experience in root cause analysis and determining feasibility of technical solutions.
- Strong knowledge of LAN protocols: STP, RSTP, DTP, VTP, HSRP, VRRP.
- Working knowledge of WAN protocols: EIGRP, OSPF, BGP, and MPLS.
- Understanding of wireless networking, including controller-based access points.
Key Competencies
- Strong troubleshooting and analytical skills
- Customer-centric mindset
- Effective communication and collaboration
- Ability to work under pressure and manage escalations
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.
