AV Engineer -L1

NTT DATA, Inc.; Maharashtra; On-site; INR 420,000 - 700,000; Full time

Job summary

NTT DATA, Inc. in India seeks a Collaboration Managed Services Engineer (L1) to keep clients' Collaboration, Contact Centre and Voice systems running smoothly. You will monitor private and public cloud infrastructure, triage issues, and resolve incidents to meet service levels.

Daily duties include proactive monitoring, root-cause analysis, applying approved maintenance, and providing telephonic or chat support. Documentation and automation improvements are welcome to enhance service delivery.

Qualifications

• Diploma, bachelor's degree, or relevant IT qualification required.
• Certifications in partner programs are desirable.
• Experience in network, voice, collaboration and contact centre services preferred.

Responsibilities

• Provide first-line support by monitoring client cloud infrastructure and services.
• Identify problems early and resolve incidents to meet SLAs with clients.
• Perform maintenance tasks like patching and configuration changes.
• Offer telephonic or chat support and ensure effective communication with clients.
• Update knowledge articles and identify opportunities to automate routine tasks.

Skills

Basic troubleshooting

Network knowledge

Voice systems

Collaboration tools

Contact center services

Active listening

Cross-cultural communication

Flexibility

Client-focused

Education

Diploma or Bachelor's degree in IT/Computing

Relevant Certifications desirable

Job description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

As a Collaboration Managed Services Engineer (L1) at NTT DATA, you will be the go-to person for ensuring our clients' Collaboration, Contact Centre and Voice systems stay up and running. Your main focus will be on providing first-line support by monitoring private and public cloud infrastructure, identifying problems early, and resolving technical incidents efficiently. You'll play a crucial role in ensuring we meet our service level agreements and deliver an excellent client experience.

Throughout the day you’ll be monitoring client infrastructure for any issues and proactively addressing them before they escalated. If incidents occur, you'll investigate and get to the root cause swiftly to restore services. Your tasks will also include executing approved maintenance activities like patching and configuration changes and providing telephonic or chat support to clients when needed.

Your role doesn't stop at issue resolution; you'll also be identifying opportunities to optimize work processes and reduce incidents. Whether it's updating existing knowledge articles, creating new ones, or finding ways to automate routine tasks, you'll actively contribute to enhancing service delivery. Your ability to adapt to changing circumstances and keep a positive outlook will be key to your success.

Effective communication is essential in this role. You'll collaborate across different cultures and social groups, plan activities comprehensively, and ensure smooth handovers during shift changes. Your commitment to placing clients at the forefront of all interactions will help create a positive client experience throughout their journey with us.

To thrive in this role, you need to have:

• 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.

Workplace type:

On-site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.