Unified Collaboration Support Engineer (US)

Unified Collaboration Support Engineer (US)

As a Collaboration Support Engineer, you will be primarily focused on technical support of the collaboration services. Be a core member of the collaboration team to enhance, design, implement, and support current and new collaboration services.

Role & Responsibilities:

• Provides tier I - III support for trouble resolution of Intranet (Unily), Zoom (chat, meeting, phone, webinar), Slack, LucidSuite, Box, SharePoint, Kaltura and Smartsheet to supplement the operations team.
• Customer relationship management.
• Work collaboratively with the broader collaboration team.
• Assist with training for internal employees focused on supported platforms and products.
• Engage with business stakeholders to understand required capabilities, integrating business knowledge with technical solutions.
• Engage with technical staff to contribute to the technical strategy and design to meet business needs.
• Ability to work under limited direction with a moderate degree of maturity, discretion, and judgment, including occasionally working outside normal business hours to provide support for operations and maintenance.
• Document and maintain Playbook for standard operating procedures and best practices for areas of responsibility.
• Ability to own an issue and drive the problem to a resolution within agreed SLA.

Qualifications:

• Thorough understanding of Collaboration tools or similar platforms including Box, Zoom, Slack, Smartsheet, LucidSuite, SharePoint, Kaltura and Intranet (Unily).
• Ability to effectively present product and/or solution information to both a technical and non-technical audience.
• Up-to-date understanding of collaboration managed services offerings.
• Knowledge in Service Now incident and change management platform.
• 5 – 8+ years of experience working in the Collaboration/IT fields.
• Strong aptitude and desire to learn new tools system design.
• Bachelor's degree in Computer Science, Computer Engineering or related field, or the equivalent combination of education and related experience.
• Success in performing work and contributing to complex and/or large projects.
• Proficiency in authoring, editing and presenting technical documents.
• Broad experience in eliciting requirements and communicating clearly with non-technical individuals, development teams, and other ancillary project members.