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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 (L1) at NTT DATA is responsible for ensuring the smooth operation of clients' Collaboration, Contact Centre, and Voice systems. This role involves monitoring cloud infrastructure, resolving technical incidents, and optimizing processes. A diploma or bachelor's degree in Information Technology or Computing is required, along with relevant certifications. Strong communication skills and adaptability are essential for success in this dynamic environment.

Job Responsibility:

  • Ensuring the smooth operation of clients' Collaboration, Contact Centre, and Voice systems
  • Monitoring cloud infrastructure
  • Resolving technical incidents
  • Optimizing processes
  • Providing first-line support by 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 knowledge articles
  • Finding ways to automate routine tasks
  • Contributing 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

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

Additional Information:

Job Posted:
January 25, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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