Collaboration Managed Services Engineer Level 1

NTT DATA Global Delivery Services Ltd; Ahmedabad District; On-site; INR 420,000 - 620,000; Full time

Job summary

NTT DATA Global Delivery Services Ltd is seeking a MS Engineer L1 VC support to monitor and manage client Collaboration, Contact Centre, and Voice systems. You will provide first-line support, perform maintenance activities, and escalate issues with clear documentation.

You will work across cultures, ensure SLA adherence, and contribute to process optimization. The role requires hands-on VC/AV experience, good English communication, and the ability to work under pressure in an on-site

Qualifications

• Minimum 2 years of experience in VC-AV solutions, network management, and IT security management.
• Strong understanding of audio signal flow, gain staging, and video formats/resolutions.
• Familiarity with ITIL processes and incident management workflows.

Responsibilities

• Install, configure, and operate AV equipment for live events, webinars, and conferences.
• Manage AV systems and ensure optimal performance; troubleshoot in real time.
• Document setups, workflows and maintenance schedules; stay updated on industry trends.

Skills

VC-AV solutions

Network management

IT security management

ITIL framework

1st level monitoring

Fault finding

Incident management

Ticket management

Change requests

Vendor liaison

Cisco WebEx

English communication

Team player

Troubleshooting

Education

BE/BTech/ Diploma in IT

Tools

Cisco WebEx

Job description

MS Engineer L1 VC support

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.

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:

• Experience : Minimum 2 years’ experience in VC-AV solutions, network management, and IT security management.
• Knowledge, Skills, and Abilities : Strong understanding of audio signal flow, gain staging, and video formats/resolutions.
• Knowledge of ITIL framework.
• Technical ability for 1st-level monitoring, basic fault finding, and fault escalation.
• Good understanding of incident management activities.
• Ability to follow documented operational processes.
• Experience with ticket management and change request systems.
• Experience liaising with carriers and vendors for fault resolution.
• Knowledge of Cisco AV/WebEx (added advantage).
• Must have a pleasing personality with effective spoken and written communication in English and strong documentation skills.
• Must be a good team player.
• Excellent troubleshooting and communication skills.
• Ability to work under pressure and adapt to fast-paced environments.
• Good interpersonal skills.

Key Responsibilities :

• Install, configure, and operate audio and video equipment (mixers, microphones, speakers, cameras, switchers, projectors).
• Manage AV systems for live events, webinars, video conferences, and studio productions.
• Troubleshoot technical issues in real-time to ensure seamless AV performance.
• Collaborate with production teams to design and implement AV solutions tailored to project needs.
• Maintain and upgrade AV hardware and software systems.
• Document AV setups, workflows, and maintenance schedules.
• Stay current with emerging AV technologies and industry trends.

Qualification:

BE/B. TECH/ Diploma in IT (No Mechanical/Civil/Automation)

Desired Experience:

Hands on experience with VC/AV is necessary with minimum 2 years of relevant experience. Knowledge on Cisco WebEx will be added advantage (working hours general shift but need basis should be available as required )

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.