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6 - 8 years

8 - 12 Lacs

Mumbai

Work from Office

The Collaboration Managed Services Engineer (L1) is an entry level engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. This role has the primary objective is to ensure zero missed service level agreement (SLA) conditions and focuses on first-line support, resolution, monitoring and event management for standard and low complexity incidents and service requests. What you'll be doing Key Responsibilities: Monitors the public cloud, NTT and client infrastructure and solutions. Identifies problems and errors prior to or when they occur. Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction. Investigates first line incidents assigned and identifies the root cause of incidents and problems. Fulfils approved requests following agreed procedures. Provides telephonic or chat support to clients when required. Executes approved maintenance activities including patching and configuration changes. Follows the required handover procedures for shift changes to ensure service continuity. Reports and escalates incidents where necessary. Ensures the efficient and comprehensive resolutions of incidents and requests. Proactively identifies opportunities for work optimization. Updates existing knowledge articles or creates new ones. Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities. Performs any other related task as required. Knowledge 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 account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when it is necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey. Academic Qualifications and Certifications: Diploma, bachelor's degree, or relevant qualification in Information Technology/Computing (or demonstrated equivalent work experience). CCNA or equivalent certification. M365 Beginner Certifications. Certifications relevant to the services provided (certifications carry additional weightage on a candidates qualification for the role). Required Experience: Entry-level experience or completion of the relevant intern programme Entry-level experience with troubleshooting and providing the support required in network voice collaboration Contact Centre administration and monitoring Services within a medium to large ICT organisation Working knowledge of voice, video and other collab modalities

Posted 2 months ago

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