Collaboration Managed Services Engineer (L2)

Join NTT DATA and make an impact by ensuring our clients' Collaboration and Communication systems function smoothly. Provide second-level support for incidents and requests of medium complexity, and work with automation partners to optimize efforts and automate routine tasks.

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.