Dimension Data

2 weeks ago

Collaboration Managed Services Engineer (L2)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Ensure clients’ collaboration and communication systems run smoothly by monitoring queues, investigating and resolving medium-complexity incidents and requests, and preventing SLA breaches. Capture key details for resolution, coordinate with internal teams and clients for escalations, and manage shift handovers to maintain continuous service. Execute standard changes and requests with risk awareness, support automation initiatives, and analyze tickets to drive trend reports and process improvements.

Location: Anywhere

Workplace: Onsite

Employment Type: Full time

Job Function: Laboratory & Clinical Operations

Seniority: Mid level

Key Responsibilities

•Proactively monitor work queues, identify and investigate issues, and resolve technical incidents and requests to maintain client satisfaction.
•Capture required information for immediate resolution, communicate with other teams and clients for extended support, and follow shift handovers for continuous service.
•Plan and execute standard requests and changes with clear identification of risks and mitigation plans, ensuring records and approvals for compliance.
•Support automation initiatives by collaborating with automation partners to optimize efforts and automate routine tasks.
•Establish monitoring setups, audit and analyze tickets, produce trend reports for automation opportunities, and update/create knowledge articles.

Key Requirements

•Provide second-level support for medium-complexity incidents and requests while preventing SLA breaches.
•Maintain a moderate knowledge of collaboration modalities and collaboration applications (e.g., Microsoft Teams, Cisco Webex).
•Maintain a moderate knowledge of contact centre platforms (e.g., Dynamics 365, Genesys PureCloud, Nice CX 1, Cisco Webex Contact Centre).
•Have moderate knowledge of Cloud Voice or carrier-based PSTN/SIP technologies.
•Experience in managed services and using ticketing tools, preferably ServiceNow; be able to communicate effectively with diverse internal and external stakeholders.

Experience:Managed services

Education:

Skills:CommunicationProblem-solvingActive listeningPlanningWork effectively under pressure

Tech Stack:Microsoft TeamsCisco WebexDynamics 365Genesys PureCloudNice CX 1Cisco Webex Contact CentreCloud VoicePSTNSIPServiceNowTicketing tools

Company Brief

Dimension Data

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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Dimension Data

2 weeks ago

Collaboration Managed Services Engineer (L2)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Anywhere

Workplace: Onsite

Employment Type: Full time

Job Function: Laboratory & Clinical Operations

Seniority: Mid level

Key Responsibilities

•Proactively monitor work queues, identify and investigate issues, and resolve technical incidents and requests to maintain client satisfaction.
•Capture required information for immediate resolution, communicate with other teams and clients for extended support, and follow shift handovers for continuous service.
•Plan and execute standard requests and changes with clear identification of risks and mitigation plans, ensuring records and approvals for compliance.
•Support automation initiatives by collaborating with automation partners to optimize efforts and automate routine tasks.
•Establish monitoring setups, audit and analyze tickets, produce trend reports for automation opportunities, and update/create knowledge articles.

Key Requirements

•Provide second-level support for medium-complexity incidents and requests while preventing SLA breaches.
•Maintain a moderate knowledge of collaboration modalities and collaboration applications (e.g., Microsoft Teams, Cisco Webex).
•Maintain a moderate knowledge of contact centre platforms (e.g., Dynamics 365, Genesys PureCloud, Nice CX 1, Cisco Webex Contact Centre).
•Have moderate knowledge of Cloud Voice or carrier-based PSTN/SIP technologies.
•Experience in managed services and using ticketing tools, preferably ServiceNow; be able to communicate effectively with diverse internal and external stakeholders.

Experience:Managed services

Education:

Skills:CommunicationProblem-solvingActive listeningPlanningWork effectively under pressure

Tech Stack:Microsoft TeamsCisco WebexDynamics 365Genesys PureCloudNice CX 1Cisco Webex Contact CentreCloud VoicePSTNSIPServiceNowTicketing tools

Company Brief

Dimension Data

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