AV Engineer -L1

Overview

As a Collaboration Managed Services Engineer (L1), you will provide first-line support to keep clients' Collaboration, Contact Centre and Voice systems up and running, monitoring private and public cloud infrastructure and resolving technical incidents.

What you'll do

• Monitor client infrastructure for issues and proactively address them before they escalate.
• Investigate incidents and get to the root cause swiftly to restore services.
• Execute approved maintenance activities such as patching and configuration changes.
• Provide telephonic or chat support to clients when needed.
• Identify opportunities to optimize work processes and reduce incidents.
• Update existing knowledge articles, create new ones, and find ways to automate routine tasks.
• Ensure smooth handovers during shift changes and plan activities comprehensively.

What you'll need

• Basic troubleshooting skills and knowledge in network, voice, collaboration, and contact centre services.
• Ability to triage client cases, ensuring severity and impact are accurate and 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 client requirements and keeping them updated on case progress.
• Willingness to put in extra hours when necessary.
• Diploma, bachelor's degree, or relevant qualification in Information Technology or Computing (or equivalent experience).

Nice to have

• Relevant partner certifications.

Details

• Workplace type: On-site.
• Location: Mumbai, India.