Dimension Data

Collaboration Managed Services Engineer (L1)

Beijing, China, ChinaOn-SiteFull-timePosted 3w ago

Job description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA
As a Collaboration Managed Services Engineer (L1) at NTT DATA, you will be the go-to person for ensuring our clients' Collaboration, Contact Centre and Voice systems stay up and running. Your main focus will be on providing first-line support by monitoring private and public cloud infrastructure, identifying problems early, and resolving technical incidents efficiently. You'll play a crucial role in ensuring we meet our service level agreements and deliver an excellent client experience.
Throughout the day you’ll be monitoring client infrastructure for any issues and proactively addressing them before they escalate. If incidents occur, you'll investigate and get to the root cause swiftly to restore services. Your tasks will also include executing approved maintenance activities like patching and configuration changes and providing telephonic or chat support to clients when needed.
Your role doesn't stop at issue resolution; you'll also be identifying opportunities to optimize work processes and reduce incidents. Whether it's updating existing knowledge articles, creating new ones, or finding ways to automate routine tasks, you'll actively contribute to enhancing service delivery. Your ability to adapt to changing circumstances and keep a positive outlook will be key to your success.
Effective communication is essential in this role. You'll collaborate across different cultures and social groups, plan activities comprehensively, and ensure smooth handovers during shift changes. Your commitment to placing clients at the forefront of all interactions will help create a positive client experience throughout their journey with us.

To thrive in this role, you need to have:

Basic troubleshooting skills and knowledge in network, voice, collaboration, and contact centre services.
The ability to triage client cases effectively, ensuring that severity and impact is accurate as well as 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 their requirements and keeping them clearly updated on progress of their case.
Willingness to put in extra hours when necessary.
Diploma, bachelor's degree, or relevant qualification in Information Technology or Computing (or equivalent experience).
Relevant partner Certifications are also desirable.

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Job details are sourced from the employer's original posting.

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About the company

Dimension Data

Dimension Data is simply a great place to work. More than 14 000 employees on 6 continents will testify to this. We are also a successful company. Business Week agrees - they rated us as number 21 of the 100 strongest growth companies in the IT sector. We have won more global CISCO, Microsoft, Tandberg and Bluecoat awards than any other company in the world. Impressive - don't you agree?

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Industry: IT
Open roles: 41