Collaboration Managed Services Engineer, L3
NTT DATA, Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Johannesburg • South Africa
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About the role
- Proactively identifying and resolving technical incidents and problems.
- Managing complex support tickets and conducting advanced tasks.
- Maintaining high service levels and meeting SLA conditions.
- Analyzing, assigning, and escalating support calls.
- Providing onsite technical support and field engineering services.
- Engaging in operational improvements and supporting optimization of work processes.
- Mentoring and coaching junior team members.
Requirements
- 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.
Benefits
- Hybrid Working
- Flexible working hours
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ITIL processesMicrosoft TeamsAudioCodesRibbon session border controllerstechnical incident resolutionsupport ticket managementfield engineering servicesoperational improvementstroubleshootingcollaboration modalities
Soft Skills
mentoringcoachingproblem-solvingcommunicationteam collaborationcustomer serviceorganizational skillsproactive approachanalytical skillsescalation management