Engineer III- Collaboration

Cyod; Gurugram District; On-site; INR 1,200,000 - 2,300,000; Full time

Benefits offered by this job

Medical Insurance

Health Benefits

Professional Development: Learning平台 &

Shift Allowance

Job summary

Insight is seeking an Engineer III- Collaboration to support enterprise collaboration technologies and resolve client incidents within ITIL-aligned processes.

You will operate in a hybrid model across India locations, handling incidents, requests, and changes, and contribute to knowledge articles while mentoring junior teammates.

Insight is a Fortune 500 company with a people-first culture, offering growth and diverse learning opportunities.

Qualifications

• Bachelor’s degree or higher in IT, Network Engineering, or related studies.
• 5+ years of experience providing technical support for 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.

Responsibilities

• Resolve incidents, fulfill service requests, and conduct problem determination and remediation for enterprise collaboration environments.
• Actively monitor queues in ServiceNow and function as a technical escalation from technician-level teammates.
• Create and update knowledge articles to aid in incident resolution and request fulfillment efforts.
• Make recommendations for client-specific technology improvements and report on lifecycle and system health of devices.
• Draft methods of procedure documents and participate in Change Management; on-call rotation involvement.
• Be subject to an on-call rotation.

Skills

Collaboration tech support

ITIL processes

Technical escalation

Education

Bachelor’s degree or higher in IT/Network Engineering

Tools

Cisco Webex

Cisco Webex Contact Center

Cisco Unified Communications Manager

Cisco Unity

Microsoft Teams

Microsoft Teams calling

Job description

Requisition Number: 105491

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

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions.

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