Monitoring Engineer - L1

Overview

Monitoring Engineer - L1 (Collaboration Managed Services) provides first-line support to keep client Collaboration, Contact Centre, and Voice systems running.

What you'll do

• Monitor private and public cloud infrastructure to detect issues early.
• Provide first-line support, investigating incidents to restore services.
• Proactively address issues before they escalate.
• Execute approved maintenance activities such as patching and configuration changes.
• Provide telephonic or chat support to clients when needed.
• Maintain and improve service delivery by updating knowledge articles and automating routine tasks.

What you'll need

• Basic troubleshooting knowledge across network, voice, collaboration, and contact centre services.
• Ability to triage client cases by documenting severity, impact, and key information accurately.
• Active listening skills to confirm understanding and gather relevant information.
• Strong communication skills to work across different cultures and social groups.
• Flexibility and adaptability to changing circumstances.
• Education: diploma/bachelor’s/relevant IT or computing qualification (or equivalent experience).

Details

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