Collaboration Engineer

Responsibilities:

• Deliver tier II IV support for collaboration platforms including Unily, Zoom, Slack, LucidSuite, Box, SharePoint, Kaltura, and Smartsheet. Diagnose, resolve, and escalate complex technical issues while ensuring minimal business disruption.
• Monitor system health and proactively address potential issues.
• Serve as a primary point of contact for internal customers, maintaining strong relationships and ensuring high satisfaction.
• Gather user feedback and communicate technical information clearly to both technical and non-technical stakeholders.
• Collaborate with cross-functional teams to deliver seamless collaboration experiences.
• Participate in team meetings, knowledge-sharing sessions, and collaborative problem-solving.
• Develop and deliver training materials, workshops, and documentation to support users.
• Provide onboarding support and ongoing education for collaboration tools.
• Contribute to the design and implementation of new collaboration solutions aligned with business and technical requirements.
• Evaluate emerging technologies and recommend adoption when appropriate.
• Create, update, and maintain documentation including playbooks, SOPs, and best practices.
• Manage incidents, requests, and changes using service management platforms.
• Track and report on service metrics, SLAs, and resolution times.
• Identify opportunities to optimize workflows and enhance user experience.
• Participate in projects to improve service delivery and operational efficiency.
• Work independently, exercise sound judgment, and adapt to changing priorities.
• Provide support outside normal business hours when necessary for business continuity.

• Deep familiarity with enterprise collaboration platforms including Zoom, Slack, SharePoint, Box, Smartsheet, LucidSuite, Kaltura, and Unily.
• Experience integrating, configuring, and administering collaboration tools in a corporate environment.
• Exceptional written and verbal communication skills.
• Ability to translate complex technical concepts into clear, actionable information.
• Hands-on experience with IT service management tools such as ServiceNow.
• Understanding of ITIL or similar frameworks.
• Experience contributing to or leading large-scale IT or collaboration projects.
• Skills in requirements gathering, process mapping, and workflow optimization.
• Strong analytical and troubleshooting abilities.
• Experience in root cause analysis and continuous improvement.
• Ability to work collaboratively and build productive relationships across departments.
• Experience mentoring or training junior staff.
• Ability to work in a fast-paced environment with shifting priorities.
• Self-motivated, proactive, and able to work independently.

• Bachelor s degree in computer science, engineering, information technology, or a related discipline.
• Advanced degrees or relevant certifications are advantageous.
• Commitment to ongoing professional development and learning new technologies.