Engineer III- Collaboration

Insight; India; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Location flexibility

Medical Insurance

Professional Development

Job summary

Insight is looking for a seasoned support engineer to resolve incidents and fulfill service requests for enterprise collaboration environments. You will participate in ITIL processes (Incident, Problem, Change) and author knowledge articles to enable junior teammates to resolve 80% of incidents without escalation.

The role requires a Bachelor’s degree in IT/Network Engineering and 5+ years of tech support experience with Cisco Webex, UC Manager, Unity, and Microsoft Teams.

Qualifications

• Bachelor’s degree or higher in IT/Network Engineering or related studies.
• 5+ years of experience providing technical support for enterprise collaboration technologies (Cisco Webex, Cisco Webex Contact Center, UC Manager, Unity, and Microsoft Teams).
• Experience participating in ITIL processes Incident, Problem, Change, and knowledge management.

Responsibilities

• Resolve incidents, fulfill service requests, and conduct problem determination and remediation for enterprise collaboration environments.
• Monitor queues in ServiceNow and act as a technical escalation for junior staff.
• Create and update knowledge articles to aid incident resolution and requests.
• Recommend client-specific technology improvements and report on lifecycle and health of devices.
• Draft methods of procedure and participate in Change Management; be part of on‑call rotation.
• Subject to an on-call rotation.

Skills

Five+ years of tech support

Cisco Webex suite

Microsoft Teams

ITIL familiarity

Education

Bachelor’s degree or higher in IT/Network Engineering

Tools

Cisco Webex

Cisco Webex Contact Center

Cisco Unified Communications Manager

Cisco Unity

Job description

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Gurugram, HR, IN

Requisition Number: 105491

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

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include:

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.
• Medical Insurance
• Professional Development: Learning Platform and Certificate Reimbursement

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.

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

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