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Collaboration Managed Services Engineer

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NTT DATA

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Location:
China , Beijing

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The Collaboration Managed Services Engineer (L2) at NTT DATA is responsible for ensuring the smooth operation of clients' collaboration and communication systems. This role requires a moderate knowledge of collaboration applications like Microsoft Teams and Cisco Webex, as well as experience in managed services and incident management. A diploma or degree in IT/Computing is required, along with strong communication and problem-solving skills. The position is on-site and offers opportunities for coaching and mentoring.

Job Responsibility:

  • Proactively monitor work queues, identify and investigate issues, and resolve technical incidents to maintain client satisfaction
  • Providing second-level support for incidents and requests of medium complexity
  • Capturing all required and relevant information for immediate resolution
  • Communicating with other teams and clients for extended support
  • Ensuring continuous service by following through on shift handovers
  • Plan and execute standard requests and changes with clear identification of risks and mitigation plans
  • Support automation initiatives by working with our automation partners to optimize efforts and automate routine tasks
  • Coaching and mentoring L1 teams to enhance their technical and behavioural skills
  • Establishing effective monitoring setups for client infrastructure
  • Auditing and analysing incident/request tickets
  • Producing trend reports for automation opportunities
  • Lead initial client escalations
  • Ensure all changes are recorded and approved to maintain compliance and client satisfaction
  • Identifying opportunities to optimize work processes and reduce incidents
  • Updating existing knowledge articles, creating new ones

Requirements:

  • A moderate knowledge of voice, video, and other collaboration modalities
  • A moderate level of knowledge of Collaboration Applications such as Microsoft Teams, Cisco Webex. Or a moderate level of knowledge of Contact Centres like dynamics 365, Genesys Pure Cloud, Nice CX 1, Cisco Webex Contact Centre
  • A moderate level of knowledge of Cloud Voice or other carrier based PSTN/SIP technologies
  • Experience in managed services and using ticketing tools, preferably ServiceNow
  • The ability to communicate and work effectively across different cultures and social groups
  • An ability to take technical command of complex Incidents, effectively communicating to a range or internal and external stakeholders
  • Competence in planning activities and projects well in advance and adapting to changing circumstances
  • The ability to maintain a positive outlook and work well under pressure
  • Willingness to work extra hours when necessary
  • Active listening skills: confirming understanding, probing for relevant information, and avoiding interruptions
  • A focus on placing clients at the forefront of all interactions, ensuring a positive client experience
  • A diploma, degree, or relevant qualification in IT/Computing, or equivalent work experience alongside relevant certifications

Additional Information:

Job Posted:
January 24, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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