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.