NTT

1 day ago

MS Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Ensure client collaboration and communication systems run smoothly by providing second-level support for medium-complexity incidents and requests. Monitor work queues, investigate and resolve technical incidents, manage shift handovers, and capture accurate details for timely resolution. Lead initial client escalations, support standard requests and changes with risk mitigation, and work with automation partners to optimize routine tasks and produce trend reports for continuous service improvement.

Location: Shanghai

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Provide second-level support for medium-complexity incidents and requests, proactively monitoring queues and resolving issues to maintain SLA compliance.
•Capture required information for immediate resolution and coordinate with other teams and clients for extended support while following shift handovers for continuous service.
•Plan and execute standard requests and changes by identifying risks and mitigation plans, and ensure changes are recorded and approved.
•Support automation initiatives by partnering with automation teams to optimize and automate routine tasks, including updating/creating knowledge articles.
•Establish monitoring setups, audit and analyze tickets, produce trend reports for automation opportunities, and lead initial client escalations.

Key Requirements

•Moderate knowledge of voice, video, and collaboration modalities.
•Moderate knowledge of collaboration applications such as Microsoft Teams and Cisco Webex (or contact centres such as Dynamics 365, Genesys PureCloud, NICE CX1, and 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 communicate effectively across cultures, lead complex incidents, plan activities in advance, and work under pressure; willingness to work extra hours when necessary.

Experience:Managed services

Education:

Skills:CommunicationMentoringActive listeningPlanningClient focus

Tech Stack:Microsoft TeamsCisco WebexDynamics 365Genesys PureCloudNice CX 1Cisco Webex Contact CentreCloud voicePSTNSIPServiceNowTicketing toolsAutomation

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