Collaboration Managed Services Engineer
hace 2 semanas
JOB DESCRIPTION Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. Your day at NTT DATA The Collaboration Managed Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems, and restoring service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching the service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity. Key Requirements for this role: > German Language to B2 level> Microsoft Teams Level 2 Engineering experience – Typical certs: MS900, MS720, and MS721 Certs> SBC and Gateway technology, such as AudioCodes – including certs ideally.> Good understanding of SIP Voice technologies – including Microsoft Operator Connect. Key Role and Responsibilities - Proactively monitors the work queues- Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA- Updates tickets with resolution tasks performed- Identifies, investigates, analyzes issues and errors prior to or when they occur, and logs all such incidents in a timely manner- Captures all required and relevant information for immediate resolution- Provides second-level support to all incidents, requests, and identifies the root cause of incidents and problems- Communicates with other teams and clients for extending support- Executes changes with clear identification of risks and mitigation plans to be captured in the change record- Follows the shift handover process, highlighting any key tickets to be focused on, along with a handover of upcoming critical tasks to be carried out in the next shift- Escalates all tickets to seek the right focus from CoE and other teams, if needed, and continues the escalations to management- Works with automation teams for effort optimization and automating routine tasks- Coaches Service Desk and L1 teams for technical and behavioural skills- Establishes monitoring for client infrastructure- Identifies problems and errors before they impact a client’s service- Leads and manages all initial client escalation for operational issues- Contributes to the change management process by logging all change requests with complete details for standard and non-standard, including patching and any other changes to Configuration Items- Ensures all changes are carried out with proper change approvals- Plans and executes approved maintenance activities- Audits and analyzes incidents and requests tickets for quality and recommends improvements with updates to knowledge articles- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort Knowledge, Skills, and Attributes - Ability to communicate and work across different cultures and social groups- Ability to plan activities and projects well in advance, and takes into
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Hybrid Collaboration Engineer
hace 1 hora
Madrid, España NTT DATA, Inc. A tiempo completoA leading global technology services provider is seeking a Collaboration Managed Services Engineer (L2) to ensure clients’ systems function smoothly while providing second-level support. The candidate will also monitor incidents, optimize service delivery, and mentor L1 teams. A diploma or degree in IT/Computing is required, alongside experience with...
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Hybrid Collaboration Engineer
hace 4 días
Madrid, España NTT DATA, Inc. A tiempo completoA leading global technology services provider is seeking a Collaboration Managed Services Engineer (L2) to ensure clients’ systems function smoothly while providing second-level support. The candidate will also monitor incidents, optimize service delivery, and mentor L1 teams. A diploma or degree in IT/Computing is required, alongside experience with...
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Hybrid Collaboration Services Engineer
hace 4 días
madrid, España NTT A tiempo completoA global technology services provider is seeking a Collaboration Managed Services Engineer (L2) to ensure smooth functioning of client Collaboration and Communication systems. This role involves technical incident resolution, mentoring L1 teams, and proactive monitoring. Ideal candidates should possess moderate knowledge of collaboration applications and...
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Collaboration Managed Services Engineer
hace 2 horas
Madrid, España NTT Ltd. A tiempo completoMake an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive. Your day at NTT DATA As a...
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Collaboration Managed Services Engineer
hace 4 días
madrid, España NTT DATA, Inc. A tiempo completoCollaboration Managed Services Engineer (L2) – NTT DATA, Inc. Join a world‑leading technology services provider that pushes the boundaries of what is possible. NTT DATA is renowned for technical excellence, leading innovations and making a difference to clients and society. Responsibilities Ensure clients’ Collaboration and Communication systems...
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Collaboration Managed Services Engineer
hace 1 semana
Madrid, Madrid, España NTT Ltd. A tiempo completoMake an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive. Your day at NTT DATAAs a...
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Collaboration Managed Services Engineer
hace 1 semana
Madrid, Madrid, España NTT DATA A tiempo completoMake an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAAs a...
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Collaboration Managed Services Engineer
hace 1 semana
Madrid, Madrid, España NTT DATA, Inc. A tiempo completoMake an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAThe Collaboration...
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Security Managed Services Engineer
hace 2 días
Madrid, España NTT A tiempo completoA global technology services provider is seeking a Security Managed Services Engineer (L2) in Madrid. The role involves ensuring operational security infrastructures, resolving technical issues, and maintaining client relations. Ideal candidates should have experience in managed services, excellent communication skills, and a Bachelor's degree in IT or...
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Managed Services Engineer
hace 3 días
Madrid, España NTT A tiempo completoNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...
