Collaboration Managed Services Engineer (L2)

Join NTT DATA as a Collaboration Managed Services Engineer (L2) and make an impact by ensuring our clients' Collaboration and Communication systems function smoothly. As a L2 engineer, you'll provide second-level support for incidents and requests of medium complexity, and support automation initiatives by working with our automation partners.

Requirements

• Moderate knowledge of voice, video, and other collaboration modalities
• Moderate level of knowledge of Collaboration Applications such as Microsoft Teams, Cisco Webex, or Contact Centres like dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre
• Moderate level of knowledge of Cloud Voice or other carrier based PSTN/SIP technologies
• Experience in managed services and using ticketing tools, preferably ServiceNow
• Ability to communicate and work effectively across different cultures and social groups
• Ability to take technical command of complex Incidents, effectively communicating to a range or internal and external stakeholders
• Competence in planning activities and projects well in advance and adapting to changing circumstances
• Ability to maintain a positive outlook and work well under pressure
• Willingness to work extra hours when necessary
• Active listening skills: confirming understanding, probing for relevant information, and avoiding interruptions
• Focus on placing clients at the forefront of all interactions, ensuring a positive client experience
• Diploma, degree, or relevant qualification in IT/Computing, or equivalent work experience alongside relevant certifications

Benefits

• Competitive salary
• Opportunities for career growth and professional development
• Collaborative and inclusive work environment
• Comprehensive benefits package