MS Engineer L1 VC support

Overview

First-line (L1) Collaboration Managed Services Engineer providing support for clients' Collaboration, Contact Centre and Voice systems, monitoring cloud infrastructure, resolving incidents and meeting SLAs.

What you'll do

• Monitor private and public cloud infrastructure for client Collaboration, Contact Centre and Voice systems and identify problems early.
• Investigate technical incidents and find the root cause quickly to restore services.
• Execute approved maintenance activities such as patching and configuration changes.
• Provide telephonic or chat support to clients when needed.
• Triage client cases, ensuring severity and impact are accurate and key information is documented.
• Keep clients clearly updated on the progress of their cases.
• Update existing knowledge articles, create new ones, and identify opportunities to automate routine tasks and reduce incidents.
• Ensure smooth handovers during shift changes.

What you'll need

• Basic troubleshooting skills and knowledge in network, voice, collaboration and contact centre services.
• 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.
• 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: Kolkata, India.