Collaboration Managed Services Engineer (L1) Job at NTT DATA (Beijing)

Collaboration Managed Services Engineer (L1)

NTT DATA

Location:
China , Beijing

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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 escalate. 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.

Job Responsibility:

Providing first-line support by monitoring private and public cloud infrastructure, identifying problems early, and resolving technical incidents efficiently
Monitoring client infrastructure for any issues and proactively addressing them before they escalate
Investigating and getting to the root cause of incidents swiftly to restore services
Executing approved maintenance activities like patching and configuration changes
Providing telephonic or chat support to clients when needed
Identifying opportunities to optimize work processes and reduce incidents
Updating existing knowledge articles, creating new ones, or finding ways to automate routine tasks
Collaborating across different cultures and social groups
Planning activities comprehensively and ensuring smooth handovers during shift changes
Placing clients at the forefront of all interactions

Requirements:

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

Nice to have:

Relevant partner Certifications

Additional Information:

Job Posted:
May 15, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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