Application Support Consultant

Looking for a hands on application support consultant for direct healthcare industry client for collaboration and productivity applications:

Office 365, Zoom, Box, Adobe, Lucid Charts on Windows, iOS Mac OS a plus

Familiar with security, protecting PHI, Ticket trouble shooting, solutioning, migration from one platform to another

AI and latest tech a plus

Good customer service a must

Mostly remote but may need to be onsite NYC/NJ once per month

Collaboration Support Engineer

LOCAL TO NY/NJ/CT CANDIDATES ONLY 

The Collaboration Support Engineer will be responsible for supporting, designing, implementing, and managing institution-wide collaborative tools and software, with a particular focus on Microsoft 365, Box, Zoom, Adobe and OneDrive.

This role requires hands-on trouble ticket support and engineering of solutions to meet the complex requirements of a Healthcare environment.

Responsibilities:

• Configure, maintain, and support collaboration platforms with a heavy focus on the Microsoft 365 platform and collaboration tools such as Teams, OneDrive, OneDrive Sync, Forms, SharePoint sites, and other applications and services on the M365 platform.
• Support non-Microsoft collaboration platforms such as Zoom, Box, and Slack. Additional experience with migrating data from Box to other collaboration platforms such as OneDrive a big plus.
• Be a Subject Matter Expert on collaboration tools both in and outside of the Microsoft ecosystem. Evaluate and recommend new collaboration tools and technologies to improve productivity and efficiency.
• Work with business stakeholders to understand their collaboration needs and the best tool in our portfolio to recommend.
• Must have ServiceNOW ticket management experience and experience managing ticket queues and ticket escalations from the help desk (level 3 escalations).
• Troubleshoot and triage level 3/4 Microsoft desktop applications (Excel, Word PowerPoint, Access) and Outlook troubleshooting (OST issues, profile related issues, troubleshooting shared mailboxes and calendars, etc.). Troubleshoot OneDrive Sync issues.
• Handle escalations to Microsoft support when necessary and manage the support process once escalated.
• Support, configure and administer collaboration solutions to meet the institutions requirements and assist in the evaluation of new technologies in the collaboration and productivity tool space.
• Monitor system performance, troubleshoot issues, and implement solutions to optimize the platform.
• Develop and maintain documentation, policies, and procedures for applications in the collaboration and productivity portfolio.
• Monitor and troubleshoot issues related to audio, video, and screen sharing during Zoom and Teams meetings.
• Assist in the planning and execution of large-scale virtual events or webinars using Teams and Zoom.
• Collaborate with IT and security teams to ensure compliance with company policies and procedures.

Qualifications:

• 3+ years of experience administering, supporting and troubleshooting collaboration tools and platforms.
• Subject matter expert level skills and in collaboration software such as Microsoft Teams, OneDrive, SharePoint, Bookings, Forms and other M365 services and applications.
• Experience with non-Microsoft platforms such as Zoom, Box, Slack, Google Workspace, etc.
• Experience with Microsoft 365 Copilot a plus
• Knowledge of IT security and compliance policies and procedures. DLP experience a strong plus.
• Excellent communication and collaboration skills.
• Ability to work independently and as part of a team
• Strong problem-solving and analytical skills
• Detail-oriented and able to multitask in a fast-paced environment.

Preferred Skills and Experience:

• Bachelor's degree in Computer Science, Information Technology, or related field or hands on experience.

You Love To:

• Work in a dynamic team environment
• Learn and deploy modern technologies
• Analyze and solve tough technical problems by leveraging leading-edge technologies
• Demonstrate your expertise through a consultative and collaborative approach to engineering
• Interact with staff often and maintain excellent working relationships