Senior Collaboration & Support Engineer - Fixed term (6 months)

To ensure seamless communication, collaboration, and productivity across the organization by managing and supporting digital collaboration tools, resolving user issues, and optimizing the end-user experience with a focus on reliability, accessibility, and performance. 

RESPONSIBILITIES

Collaboration Platform Management

• Administer and maintain enterprise collaboration tools (e.g., Microsoft Teams, Zoom, Slack, SharePoint).

• Ensure high availability, performance, and security of collaboration platforms.

User Support and Troubleshooting

• Provide technical support for collaboration tools and services.

• Resolve user issues efficiently to minimize downtime and disruption.

Training and User Enablement

• Empower users to effectively use collaboration tools through training and resources.

• Promote adoption of best practices and new features.

Integration and Automation

• Enhance collaboration workflows through tool integrations and automation.

• Support digital transformation initiatives.

Monitoring, Reporting, and Continuous Improvement

• Monitor usage and performance to ensure optimal user experience.

• Continuously improve collaboration services based on analytics and feedback.

TASKS

Collaboration Platform Management

• Configure and manage collaboration environments and integrations.

• Monitor system health and usage metrics.

• Apply updates, patches, and feature rollouts.

• Manage permissions, channels, and user access.

User Support and Troubleshooting

• Respond to support tickets and service requests.

• Troubleshoot issues related to video conferencing, messaging, file sharing, etc.

• Escalate complex problems to appropriate teams or vendors.

• Document solutions and maintain a knowledge base.

Training and User Enablement

• Conduct training sessions, webinars, and workshops.

• Create user guides, FAQs, and how-to videos.

• Gather feedback to improve training materials and support.

Integration and Automation

• Integrate collaboration tools with productivity suites (e.g., Microsoft 365).

• Automate repetitive tasks using scripts or low-code platforms (e.g., Power Automate).

• Collaborate with IT and business units to streamline communication processes.

Monitoring, Reporting, and Continuous Improvement

• Generate reports on tool usage, adoption, and support trends.

• Identify areas for improvement and propose enhancements.

• Stay updated on new features and industry trends.