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.