Engineer III- Collaboration

Cyod; Dadri; Hybrid; INR 1,500,000 - 2,100,000; Full time

Benefits offered by this job

Medical Insurance

Health Benefits

Learning Platform access

Certificate Reimbursement

Shift Allowance

Job summary

Insight is seeking an Engineer III- Collaboration to support enterprise collaboration platforms across multiple locations in India. The role is hybrid, aligning with US night shift hours and distracts across Delhi NCR, Hyderabad, Bangalore, and Pune.

The candidate will resolve incidents, fulfill service requests, and contribute to knowledge management while maintaining SLA targets and ongoing process improvements.

Qualifications

• Bachelor's degree or higher in IT, Network Engineering or related field.
• 5+ years of experience providing technical support for enterprise collaboration technologies.
• Experience with ITIL incidents, problems, requests, changes and knowledge articles.

Responsibilities

• Resolve incidents, fulfill service requests, and perform problem determination and remediation for enterprise collaboration environments.
• Monitor queues in ServiceNow and act as a technical escalation for junior teammates.
• Create and update knowledge articles to aid incident resolution and request fulfillment.
• Recommend client-specific technology improvements and report on device lifecycle and system health.
• Draft methods of procedure documents, participate in Change Management and be part of on-call rotation.

Skills

Enterprise collaboration support

ITIL processes

ServiceNow escalation

Education

Bachelor's degree or higher in IT / Network Engineering

Tools

ServiceNow

Cisco Webex

Cisco Webex Contact Center

Cisco Unified Communications Manager

Cisco Unity

Microsoft Teams

Job description

Engineer III- Collaboration

Location: The role will be a hybrid position, Delhi NCR, Hyderabad, Bangalore, Pune. Shift: US aligned hours- Night shift.

Insight at a Glance

• 14,000+ engaged teammates globally


• $8.2 billion in revenue in 2025


• Certified as a Great Place to work in 9 Countries in 2025


• Fortune 500 Company (No. 447) in 2025


• Received 25+ industry and partner awards in the past year

Job Summary

Engineers will utilize knowledge, skill and process to resolve client issues, while meeting all SLA targets, participating in continuous improvement processes, and utilizing Insight-provided tools and systems.

Engineers are expected to participate in ITIL processes Incident, Problem, Request, Change, and will author and update knowledge articles and repeatable procedures to ensure junior teammates can independently resolve 80% of incident, without requiring escalation.

Roles and Responsibilities

• Will resolve incidents, fulfill service requests, and conduct problem determination and remediation for enterprise collaboration environments subscribed to Insight Managed Services, while adhering to committed service level agreements.


• Will actively monitor, and work from queues in ServiceNow and will function as a technical escalation from technician-level teammates.


• Creates and updates knowledge articles to aid in incident resolution, and request fulfillment efforts.


• Makes recommendations for client-specific technology improvements, and reports on lifecycle and system health of devices in a client environment.


• Drafts methods of procedure documents, participates in Change Management and is a member of an on-call rotation.


• Is subject to an on-call rotation.

Key Technical Skills

• Bachelor's degree or higher, focusing on IT, Network Engineering, or other related studies.


• Five or more years of demonstrated experience providing technical support for common enterprise collaboration technologies including Cisco Webex, Cisco Webex Contact Center, Cisco Unified Communications Manager, Cisco Unity, Microsoft Teams, and Microsoft Teams calling.


• Drafts methods of procedure documents, participates in Change Management and is a member of an on-call rotation.

What you can expect

• Freedom to work from another location - even an international destination - for up to 30 consecutive calendar days per year.


• Medical Insurance


• Health Benefits


• Professional Development: Learning Platform and Certificate Reimbursement


• Shift Allowance

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.

At Insight, we celebrate diversity of skills and experience so even if you don't feel like your skills are a perfect match - we still want to hear from you! Today's talent leads tomorrow's success.

Learn more about Insight: https://www.linkedin.com/company/insight/

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight India Location:Level 16, Tower B, Building No 14, Dlf Cyber City In It/Ites Sez, Sector 24 &25 A Gurugram Gurgaon Hr 122002 India