Collaboration Managed Services Engineer (L1)

NTT Data is hiring for the role of Collaboration Managed Services Engineer (L1)! Responsibilities of the Candidate: Provide first-line support by monitoring private and public cloud infrastructure, identifying problems early, and resolving technical incidents efficiently. Monitor client infrastructure for any issues and proactively address them before they escalate. Investigate incidents, determine the root cause swiftly, and restore services to ensure service level agreements are met. Execute approved maintenance activities, including patching and configuration changes. Provide telephonic or chat support to clients when needed. Identify opportunities to optimize work processes and reduce incidents. Update existing knowledge articles, create new ones, and identify ways to automate routine tasks to enhance service delivery. Collaborate across different cultures and social groups, plan activities comprehensively, and ensure smooth handovers during shift changes. Place clients at the forefront of all interactions to create a positive client experience throughout their journey with NTT DATA. Requirements: Basic troubleshooting skills and knowledge in network, voice, collaboration, and contact centre services. The ability to triage client cases effectively, ensuring that severity and impact is accurate as well as key information is documented in the case. Active listening techniques to confirm understanding and gather relevant information. Strong communication skills, able to work across different cultures and social groups. Flexibility and adaptability in changing circumstances. Positive outlook and resilience under pressure. Commitment to creating a positive client experience by understanding their requirements and keeping them clearly updated on progress of their case. Willingness to put in extra hours when necessary. Diploma, bachelor's degree, or relevant qualification in Information Technology or Computing (or equivalent experience). Relevant partner Certifications are also desirable.