Support Engineer

Job Description
Top Skills:
Detailed Job description:
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:
As a Collaboration Support Engineer, you need a 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.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries of the position across all US locations. Within the range, individual pay is determined by work location and additional job-related factors, including knowledge, skills, experience, tenure and relevant education or training. The pay scale is subject to change depending on business needs. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Additional compensation may include benefits, discretionary bonuses, and equity.