Collaboration Engineer

Detailed Job description:

As a Collaboration Engineer, you will deliver technical support for a variety of collaboration platforms, ensuring users have a seamless experience and issues are resolved efficiently. You'll play a central role in the collaboration team, working to enhance design, and implement both existing and new collaboration services. This involves troubleshooting technical problems, partnering with business and technical stakeholders to understand requirements, and helping to shape solutions that improve communication and productivity across the organization. You'll also contribute to documentation, training, and the ongoing optimization of collaboration tools to support evolving business needs.

Role & Responsibilities:

Advanced Technical Support & Troubleshooting:

Deliver tier II-IV support for a suite of collaboration platforms (Unily, Zoom, Slack, LucidSuite, Box, SharePoint, Kaltura, Smartsheet). Diagnose, resolve, and escalate complex technical issues, ensuring minimal disruption to business operations. Monitor system health and proactively address potential problems.

Customer Relationship & Stakeholder Engagement:

Serve as a primary point of contact for internal customers, maintaining strong relationships and ensuring high satisfaction. Gather feedback from users to inform improvements and enhancements to collaboration services. Communicate technical information clearly to both technical and non-technical stakeholders.

Collaboration & Teamwork:

Work closely with cross-functional teams, including IT, business units, and external vendors, to deliver seamless collaboration experiences. Participate in regular team meetings, knowledge sharing sessions, and collaborative problem-solving.

Training & Enablement:

Develop and deliver training materials, workshops, and documentation to empower employees to use collaboration tools effectively. Provide onboarding support for new users and ongoing education for existing users.

Technical Strategy & Solution Design:

Contribute to the design and implementation of new collaboration solutions, aligning with business objectives and technical requirements. Evaluate emerging technologies and recommend adoption where appropriate.

Operational Excellence & Documentation:

Create, update, and maintain comprehensive documentation, including playbooks, SOPs, and best practices. Ensure all operational procedures are well-documented and accessible to relevant stakeholders.

Incident & Change Management:

Utilize ServiceNow or similar platforms to manage incidents, requests, and changes efficiently. Track and report on service metrics, SLAs, and resolution times.

Continuous Improvement:

Identify opportunities to optimize collaboration workflows and enhance user experience. Participate in projects aimed at improving service delivery and operational efficiency.

Flexibility & Reliability:

Demonstrate the ability to work independently, exercise sound judgment, and adapt to changing priorities. Provide support outside normal business hours as needed to ensure business continuity.

Qualifications

Technical Expertise:

Deep familiarity with enterprise collaboration platforms (Zoom, Slack, SharePoint, Box, Smartsheet, LucidSuite, Kaltura, Unily). Experience with integration, configuration, and administration of these platforms in a corporate environment.

Communication Skills:

Exceptional written and verbal communication skills, with the ability to tailor messaging for diverse audiences. Proven ability to translate complex technical concepts into clear, actionable information.

Service Management:

Hands-on experience with IT service management tools, especially ServiceNow, for incidents, problems, and change management. Understanding of ITIL or similar frameworks is a plus.

Project & Process Experience:

Demonstrated success in contributing to or leading large-scale IT or collaboration projects. Experience in requirements gathering, process mapping, and workflow optimization.

Education & Professional Development:

Bachelor's degree in computer science, Engineering, Information Technology, or related discipline; advanced degrees or certifications (e.g., Microsoft, Zoom, Slack) are advantageous. Commitment to ongoing professional development and learning new technologies.

Analytical & Problem-Solving Skills:

Strong analytical skills with the ability to troubleshoot complex issues and develop effective solutions. Experience in root cause analysis and continuous improvement initiatives.

Interpersonal & Team Skills:

Ability to work collaboratively in a team environment and build productive relationships across departments. Experience mentoring or training junior staff is beneficial.

Adaptability & Initiative:

Comfortable working in fast-paced, dynamic environments with shifting priorities. Self-motivated, proactive, and able to work independently with minimal supervision.