Collaboration Managed Services Engineer

• Ensuring the functionality of collaboration and voice systems for clients
• Monitoring private and public cloud infrastructure
• Identifying problems early
• Resolving technical incidents efficiently
• Ensuring we meet our service level agreements
• Delivering an excellent client experience
• Monitoring client infrastructure for any issues and proactively addressing them before they escalate
• Investigating incidents and getting to the root cause 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
• Finding ways to automate routine tasks
• Actively contribute to enhancing service delivery
• Collaborating across different cultures and social groups
• Planning activities comprehensively
• Ensuring smooth handovers during shift changes
• Placing clients at the forefront of all interactions

• Diploma, bachelor's degree, or relevant qualification in Information Technology or Computing (or equivalent experience)
• 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

Relevant partner Certifications are also desirable