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COLLABORATION SUPPORT ENGINEER
Seeking an experienced Collaboration Support Engineer to join a global organization. The Collaboration Support Engineer will be the subject matter expert (SME) supporting Slack for the enterprise. You will be the go-to person supporting the digital collaboration space which includes technologies like Slack, Trello, Microsoft Teams, Microsoft Planner, and others as needed. You will be a hands-on technical guru designing, implementing, and supporting core tools and integrations across them and the broader ecosystem. The Collaboration Support Engineer will partner with business stakeholders as well as Security, Local IT, Business Systems Group, and other client experience teams to deliver advanced team collaboration solutions to employees worldwide. This role will report to the IT Senior Manager responsible for Productivity services worldwide.
Set/drive technical architecture for and be the final escalation point for all team experience collaboration technologies and integrations.
Leverage deep experience architecting, deploying, integrating, upgrading, supporting, and expanding team collaboration platforms to build upon and expand the company's existing deployment
Educate IT team members on basic and advanced features and best practices
Reliable and cooperative team player; displays consideration and respect for others
Ability to successfully work and communicate effectively with individuals at all levels of an organization
Displays tact, patience and the ability to handle stressful situations
Ability to provide leadership when needed and to project confidence in knowledge and ability
Ability to integrate experts in a project team
Work management, organization and planning
Effectively balance strategic thinking with the ability to get things done within a rapidly changing work environment.
Demonstrates a flexible approach to work & has excellent work management and organizational skills
Ability to balance multiple competing priorities
Ability to anticipate obstacles and issues and create effective contingency plans
Attention to detail, well organized, and able to set priorities
Ability to work independently in absence of daily supervision, exercising sound judgment and initiative
Approaches work with a dedicated focus on client service and delivery
Excellent customer service orientation
B.A./B.S. degree or comparable knowledge in related field
5+ years of experience in engineering collaboration solutions to end users as part of IT or a managed service provider
Solid experience with collaboration technology areas such as Persistent Messaging, Unified Communications, Project Management Tools, and Conferencing.
Experience with managing, upgrading, and leveraging advanced features within the team collaboration stack, including Slack, Trello, Teams, and Planner, amongst others
Experience with and knowledge of Skype for Business
Experience with and knowledge of Windows 7, Windows 10, MacOS, iOS, and Android
Experience with and knowledge of modern authentication platforms like Okta, ADFS, Azure AD, multi-factor authentication, etc.
Experience organizing teams and channels in Slack and/or Teams
Experience organizing task boards in Trello and/or Planner
Experience integrating modern cloud-based systems
Full understanding of cloud security requirements and approaches
Experience with level 3 end user support of these platforms
Familiarity with ITIL and BOST is a plus
Advanced verbal and written communications and listening skills
Proven success in setting priorities and communicating expectations with key stakeholders
Ability to work positively and collaboratively with others and in teams, building long lasting relationships
High level of initiative, self-motivation, resourcefulness, collaboration and patience
Requires travel up to 20%
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