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Collaboration Managed Services Engineer

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NTT DATA

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Location:
South Africa , Johannesburg

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Collaboration Managed Services Engineer (L3) at NTT DATA is responsible for managing complex support tickets and providing technical support to clients. The role requires expertise in Microsoft Teams and AudioCodes, along with a strong understanding of ITIL processes. Candidates should have 3-5 years of experience in a similar role and a qualification in IT/Computing. This position offers a hybrid working environment and opportunities for professional growth.

Job Responsibility:

  • Performs necessary checks, apply monitoring tools and respond to alerts
  • Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
  • Assists in analysing, assigning, and escalating support calls
  • Investigates third line support calls assigned and identify the root cause of incidents and problems
  • Reports and escalates issues to 3rd party vendors if necessary
  • Provides onsite technical support to clients and provide field engineering services to clients
  • Conducts a monthly random review of incidents and service requests, analyse and recommend improvement in quality
  • Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company
  • Proactively identifies opportunities for work optimization including opportunities for automation of work
  • Performs any other related task as required

Requirements:

  • Qualification in IT/Computing (or demonstrated equivalent work experience)
  • AudioCodes
  • Microsoft 365 Certified: Teams Administrator Associate
  • Certifications relevant to the services provided
  • Seasoned experience required in Engineering function within a medium to large ICT organization
  • 3-5 years full experience in the same or similar role
  • Seasoned experience of Managed Services
  • Excellent working knowledge of ITIL processes
  • Seasoned experience working with vendors and/or 3rd parties
  • Excellent knowledge of voice, video and other collab modalities
  • Excellent knowledge on configuring and troubleshooting of Microsoft Teams
  • Excellent knowledge on configuring and troubleshooting of AudioCodes / Ribbon session border controllers

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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