Location: Remote

Contract Duration: 1 YEAR (with high possibility of extension)

Contract details: B2B/ SRL or PFA

Start Date: ASAP

Role Overview

We are looking for a Collaboration Managed Services Engineer (L2) with German language skills (B2 level) to provide second-line support for collaboration and voice solutions in a managed services environment.

The role focuses on proactively monitoring client environments, resolving medium-complexity incidents and requests, and ensuring service continuity within agreed SLAs. You will act as a key escalation point for L1 teams and work closely with internal CoEs, automation teams, vendors, and clients.

Key Responsibilities

• Proactively monitor operational queues and client environments

• Resolve incidents and service requests within agreed SLAs

• Provide second-line (L2) support for collaboration and voice technologies

• Investigate, analyze, and identify root causes of incidents and problems

• Accurately document troubleshooting steps and resolutions in the ticketing system

• Escalate incidents to CoE or management when required and follow through until resolution

• Communicate effectively with clients, internal teams, and third-party vendors

• Execute approved changes, ensuring risks and mitigation plans are clearly documented

• Participate in shift handovers, highlighting critical tickets and upcoming activities

• Support automation initiatives to reduce manual effort and ticket volumes

• Coach and support Service Desk (L1) teams on technical and behavioral topics

• Establish and maintain monitoring for client infrastructure

• Lead initial client escalations for operational issues

• Contribute to change management, including standard and non-standard changes

• Plan and execute approved maintenance activities

• Review and audit tickets for quality and continuous improvement

• Produce trend and incident analysis reports to identify optimization opportunities

Required Skills & Experience

Technical Skills

• Microsoft Teams Level 2 engineering experience

  • Relevant certifications preferred: MS-900, MS-720, MS-721

• Strong understanding of Voice and Collaboration technologies, including:

  • SIP / VoIP

  • Microsoft Operator Connect

  • SBC and Gateway technologies (e.g. AudioCodes)

  • PBXs, call flows, auto attendants, call queues

  • Call recording and legacy technologies (e.g. fax)

• Solid networking fundamentals (SIP, VoIP, routing concepts)

• Experience managing and troubleshooting third-party carriers and global number porting

• Familiarity with ServiceNow or similar ticketing tools

• Experience working with vendors and third-party providers

Language Requirements

• German – minimum B2 level

• English – professional working proficiency

Certifications & Education

• Degree, diploma, or equivalent experience in IT / Computing

• CCNP or equivalent (preferred)

• Microsoft 365 Associate-level certifications (preferred)

• Relevant voice, collaboration, or cloud certifications are a strong plus

Soft Skills & Attributes

• Strong communication skills across multicultural environments

• Customer-focused mindset with the ability to manage client expectations

• Ability to work under pressure and handle escalations professionally

• Proactive, structured, and detail-oriented approach

• Strong analytical and problem-solving skills

• Adaptability to changing environments and priorities

• Positive attitude and willingness to support extended hours when required