Voice Collaboration Managed Service Engineer

About the role

The Collaboration Managed Services Engineer(L4) is responsible for ensuring a managed service is provided to all clients, ensuring that their voice, collaboration and or contact centre infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.

What you'll do

• Proactively monitors the work queues and provides support to clients where the ticket is highly technical or sophisticated in nature
• Works independently, with general direction from the client, stakeholders, team lead, or senior manager
• Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides forth level support to all escalated incidents, requests and identifies the root cause of incidents and problems

What you need

• 1–3 years in electrical & electronics
• Troubleshooting
• Office 365
• B.Tech or B.E. or M.Sc or M.Tech or MCA

Good to have

• Ticketing tools
• ServiceNow