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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 Show more Show less
