NTT

4 days ago

MS Engineer (L2)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Provide second-level support for medium-complexity incidents and requests across client collaboration and communication systems. You’ll proactively monitor queues, investigate and resolve technical incidents, prevent SLA breaches, manage shift handovers, and lead initial client escalations. The role also includes recording and approving changes, auditing and analyzing tickets, producing trend reports, supporting automation efforts, and coaching L1 teams to improve technical and behavioral skills.

Location: Shanghai

Workplace: Onsite

Employment Type: Full time

Job Function: IT Support & Helpdesk

Seniority: Mid level

Key Responsibilities

•Monitor work queues, investigate issues, and resolve medium-complexity incidents and requests to maintain SLA compliance.
•Capture required information for immediate resolution and coordinate with other teams and clients for extended support.
•Plan and execute standard requests and changes, identifying risks and mitigation plans, and ensure all changes are recorded and approved.
•Establish monitoring setups, audit and analyze incident/request tickets, and produce trend reports to support automation opportunities.
•Support automation initiatives with automation partners, update/create knowledge articles, and coach/mentor L1 teams while leading initial client escalations.

Key Requirements

•Moderate knowledge of voice, video, and collaboration modalities.
•Moderate knowledge of collaboration applications (e.g., Microsoft Teams, Cisco Webex) or contact centre platforms (e.g., Dynamics 365, Genesys PureCloud, Nice CX 1, Cisco Webex Contact Centre).
•Moderate knowledge of cloud voice or carrier-based PSTN/SIP technologies.
•Experience in managed services with ticketing tools, preferably ServiceNow.
•Ability to take technical command of complex incidents and communicate effectively with internal and external stakeholders.

Education:

Skills:CommunicationActive listeningMentoringClient focusWorking under pressure

Tech Stack:Microsoft TeamsCisco WebexServiceNowDynamics 365Genesys PureCloudNice CX 1Cisco Webex Contact CentrePSTNSIPCloud voice

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