MS Engineer L1 VC support

About the Role

As a Collaboration Managed Services Engineer (L1) at NTT DATA, you will be responsible for ensuring clients' Collaboration, Contact Centre, and Voice systems stay operational. Your primary focus will be providing first-line support by monitoring private and public cloud infrastructure, identifying problems early, and resolving technical incidents efficiently.

Key Responsibilities

• Monitor client infrastructure for issues and proactively address them.
• Investigate incidents, identify the root cause, and restore services.
• Execute approved maintenance activities such as patching and configuration changes.
• Provide telephonic or chat support to clients.
• Identify opportunities to optimize work processes and reduce incidents.
• Update existing knowledge articles and create new ones.
• Find ways to automate routine tasks.
• Collaborate across different cultures and social groups.
• Plan activities comprehensively.
• Ensure smooth handovers during shift changes.
• Place clients at the forefront of all interactions to create a positive client experience.

Requirements & Tech Stack

• Basic troubleshooting skills in network, voice, collaboration, and contact centre services.
• Ability to triage client cases effectively, ensuring accuracy of severity and impact, and documenting key information.
• Active listening techniques to confirm understanding and gather relevant information.
• Strong communication skills.
• Flexibility and adaptability.
• Positive outlook and resilience.
• Willingness to put in extra hours when necessary.
• Relevant partner Certifications are desirable.

Qualifications

• Diploma, bachelor's degree, or relevant qualification in Information Technology or Computing (or equivalent experience).