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NTT DATA Logo NTT DATA · IT - Administration

Collaboration Managed Services Engineer

China, Shanghai · Job Posted April 16, 2026
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Job Description

The Collaboration Managed Services Engineer (L1) at NTT DATA is responsible for ensuring the stability of clients' Collaboration, Contact Centre, and Voice systems. This role requires basic troubleshooting skills, knowledge in network and voice services, and strong communication abilities. A diploma or bachelor's degree in Information Technology or Computing is required. The engineer will monitor infrastructure, resolve incidents, and enhance service delivery through process optimization.

Job Responsibility

  • Monitor client infrastructure for any issues and proactively addressing them before they escalate
  • Investigate and get to the root cause swiftly to restore services
  • Execute approved maintenance activities like patching and configuration changes
  • Provide telephonic or chat support to clients when needed
  • Identify opportunities to optimize work processes and reduce incidents
  • Update existing knowledge articles, creating new ones, or finding ways to automate routine tasks
  • Collaborate across different cultures and social groups, plan activities comprehensively, and ensure smooth handovers during shift changes

Requirements

  • Basic troubleshooting skills and knowledge in network, voice, collaboration, and contact centre services
  • 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
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