MS Engineer - Video Conference support L1

NTT Limited; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

NTT DATA in Mumbai is seeking a Collaboration Managed Services Engineer (L1) to be the first point of contact for ensuring clients' collaboration, contact centre and voice systems stay up and running. You will monitor private and public cloud infrastructure, triage incidents and resolve issues promptly to meet SLAs and deliver a superior client experience.

You'll perform routine maintenance, patching and config changes, provide telephonic or chat support, and look for ways to automate tasks,

Qualifications

• Diploma or Bachelor's degree in Information Technology or Computing.
• Equivalent experience acceptable.
• Relevant partner certifications desirable.

Responsibilities

• Monitor client infrastructure for issues and address them proactively.
• Provide first-line support via phone or chat.
• Perform patching and configuration changes as approved.
• Triage cases, document key details and severity.
• Update and create knowledge articles to improve self-service.
• Identify automation opportunities to reduce incidents and improve service delivery.

Skills

Troubleshooting basics

Network knowledge

Voice systems

Collaboration tools

Contact centre services

Active listening

Cross-cultural communication

Flexibility

Resilience under pressure

Customer experience focus

Overtime willingness

Education

Diploma/Bachelor's degree in IT or Computing

Relevant partner 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.

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 escal 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.

Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!