Posting Title MS Engineer 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 remain operational. Your primary focus will be providing first-line support through monitoring private and public cloud infrastructure, identifying issues, and resolving technical incidents. You will play a crucial role in meeting service level agreements and delivering an excellent client experience.

Key Responsibilities

• Monitor client infrastructure for issues and proactively address them.
• Investigate incidents to determine the root cause and restore services.
• Execute approved maintenance activities, including 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 to enhance service delivery.
• Adapt to changing circumstances.
• Communicate effectively, collaborate across different cultures and social groups, plan activities comprehensively, and ensure smooth shift handovers.
• Prioritize client needs and maintain clear communication on case progress.

Requirements & Tech Stack

• Basic troubleshooting skills in network, voice, collaboration, and contact centre services.
• Ability to triage client cases accurately, documenting severity, impact, and key information.
• Active listening techniques for confirming understanding and gathering information.
• Strong communication skills.
• Flexibility and adaptability.
• Positive outlook and resilience under pressure.
• Commitment to creating a positive client experience.
• Willingness to work extra hours when necessary.
• Diploma, bachelor's degree, or relevant qualification in Information Technology or Computing (or equivalent experience).
• Relevant partner Certifications are desirable.