Collaboration Managed Services Engineer (L1)

Overview

Collaboration Managed Services Engineer (L1) providing first-line support to keep clients’ Collaboration, Contact Centre and Voice systems running.

What you'll do

• Monitor private and public cloud infrastructure for issues.
• Identify problems early and proactively address them before escalation.
• Investigate incidents to restore services and find the root cause.
• Execute approved maintenance activities such as patching and configuration changes.
• Provide telephonic or chat support to clients when needed.
• Update knowledge articles, create new ones, and support automation of routine tasks.
• Collaborate across teams and ensure smooth shift handovers with clear communication.

What you'll need

• Basic troubleshooting skills and knowledge of network, voice, collaboration, and contact centre services.
• Ability to triage client cases with accurate severity/impact and documented key information.
• Active listening techniques to confirm understanding and gather relevant information.
• Strong communication skills working across different cultures and social groups.
• Flexibility and adaptability to changing circumstances.
• Diploma/bachelor’s degree or relevant qualification in IT/Computing (or equivalent experience).
• Willingness to work extra hours when necessary.

Details

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