NTT

6 months ago

MS Engineer (L2)

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 16 hours agoStatus: Live

Job Summary

Provide second-level support for clients’ collaboration and communication systems, monitoring queues, investigating and resolving medium-complexity incidents and requests while protecting SLA compliance. Capture accurate ticket details, coordinate with other teams and clients for extended support, and ensure smooth shift handovers. Plan and execute standard changes with risk identification and mitigation, support automation initiatives with partners, and produce incident trend insights. Lead initial escalations and support L1 coaching through knowledge updates and process improvements.

Location: Beijing

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Monitor work queues to ensure collaboration and communication systems run smoothly.
•Identify, investigate, and resolve second-level incidents and requests of medium complexity while preventing SLA breaches.
•Capture all required information for immediate resolution and coordinate with other teams and clients for extended support.
•Plan and execute standard requests/changes with clear risk identification and mitigation; ensure handovers are followed.
•Support automation initiatives with partners, update or create knowledge articles, produce trend reports, and lead initial client escalations.

Key Requirements

•Moderate knowledge of voice, video, and other collaboration modalities.
•Moderate knowledge of collaboration applications such as Microsoft Teams and Cisco Webex (or contact centre platforms such as Dynamics 365, Genesys Pure Cloud, NICE CX 1, or Cisco Webex Contact Centre).
•Moderate knowledge of cloud voice or carrier-based PSTN/SIP technologies.
•Experience in managed services and using ticketing tools, preferably ServiceNow.
•Ability to take technical command of complex incidents and communicate effectively with internal and external stakeholders; willingness to work extra hours when necessary.

Experience:Managed services

Education:

Skills:CommunicationStakeholder managementActive listeningTechnical incident managementWorking under pressure

Tech Stack:Microsoft TeamsCisco WebexDynamics 365Genesys Pure CloudNICE CX 1Cisco Webex Contact CentreCloud voicePSTNSIPServiceNowTicketing tools

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT