Job Description:
Job Summary
We are seeking a highly motivated and detail-oriented Collaboration Engineer to join our team. This is a critical technical role responsible for the support and maintenance of our organization's voice and collaboration systems. The ideal candidate will be a proactive problem-solver with a focus on ensuring seamless communication and collaboration for our internal teams and various branch locations.
Key Responsibilities
- Ticket Management: Monitor, manage, and resolve tickets related to Voice over IP (VoIP) and other collaboration issues, ensuring timely resolution and proper escalation.
- Tier 1 Troubleshooting: Provide initial technical support for collaboration systems, working with internal teams to efficiently address and resolve incidents.
- Procurement & Logistics: Assist with the procurement of collaboration hardware and services by issuing purchase orders and tracking invoices.
- Branch Support: Coordinate and execute Moves, Adds, Changes, and Deletes (MACD) for collaboration systems at our branch locations. This includes gathering data, verifying SIP configurations, and ensuring successful deployment.
- Reporting: Generate and analyze call reports to support troubleshooting efforts and provide insights into system usage.
- Hardware & Systems: Process and track hardware requests for end-users and branches, and assist with readiness checks and basic troubleshooting for meeting room systems (e.g., Microsoft Teams Rooms).
- Vendor Coordination: Serve as a key liaison with external vendors, managing open tickets, tracking hardware shipments, and ensuring seamless communication to maintain service continuity.
Qualifications and Experience
- Education: An Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Experience: A minimum of 1 year of experience in an IT support role, with a strong preference for experience focused on voice or collaboration systems.
- Technical Skills:
- Familiarity with VoIP systems and SIP protocols is essential.
- Experience with Microsoft Teams Admin Center, Teams Rooms Pro Management portal, and PowerShell is highly desirable.
- Strong proficiency in English is required for effective communication with internal teams and external vendors.
- Essential Skills:
- Excellent organizational and communication skills.
- Demonstrated ability to manage multiple tasks and competing priorities in a fast-paced environment.
- A valid U.S. Visa and Passport are mandatory for this position due to training and collaboration with U.S.-based teams.
This is an excellent opportunity for a professional who is eager to grow their skills in a dynamic and supportive environment.