Collaboration and Communication Support Engineer

About the role

The role holder works as a member of the Collaboration and Communication team and reports to the Manager of Collaboration and Communication. This person will work in a fast-paced and dynamic environment. The role will require occasional after-hours work to address out-of-office-hour activities. The individual must be comfortable working in a collaborative team setting across multiple time zones and cultures. Be able to handle high-pressure situations with a calm, warm, and methodical approach.

Responsibilities

• Provide comprehensive support for Microsoft 365 SharePoint, Microsoft 365 Teams, OneDrive, Power Platform, and Copilot.
• Serve as a secondary platform support for Poppulo, Unily, SmartSheet, LucidChart, Kaltura, and VasionPrinterLogic by following runbooks, asking questions, and partnering with teammates to resolve issues.
• Offer prompt and effective technical support to end-users, addressing their issues and troubleshooting problems.
• Respond to and resolve incidents and service requests promptly, minimizing disruption to end-users and ensuring the smooth functioning of collaborative technologies.
• Manage and maintain licenses, permissions, and access rights for Collaboration and Communication systems and applications, ensuring compliance and proper utilization of resources.
• Provide guidance and support to the business regarding Collaboration and Communication solutions, leveraging expertise to assist with knowledge sharing and problem-solving.
• Maintain and enrich the information knowledge base and FAQ resources, ensuring they are up to date and comprehensive, to facilitate self-service and empower end-users.
• Ramp up quickly on new tools and processes by using available documentation, completing assigned training, and validating what you learn through safe testing. Share learnings by updating runbooks/KB articles and suggesting improvements that reduce repeat issues.
• Engage actively in Collaboration and Communication related communities, forums, and networks, staying up to date with industry trends and sharing knowledge with peers.
• Collaborate with project managers on new projects and initiatives, providing technical expertise and contributing to the successful implementation of collaborative solutions.
• Monitor supported services on a daily, weekly, and monthly basis, proactively identifying and addressing any issues or performance concerns to maintain optimal service delivery.

Requirements

• 0–2 years Microsoft 365 end-user experience (or equivalent hands-on experience through school, internships, labs, or personal projects).
• Strong knowledge and skills in the Microsoft 365 application or administration concepts.
• Learning agility: demonstrated ability to learn new tools quickly and apply them (examples: troubleshooting unfamiliar issues, building a small lab, completing certifications/training, or rapidly ramping in a new role).
• Good understanding of Teams and SharePoint Online functionality.
• Strong problem-solving and analytical skills.
• Customer-focused, team player, analytical, solution oriented, proactive with keen eye for identifying improvements.
• Experience of working in a customer-focused environment.
• Ability to manage multiple priorities and work under pressure to meet deadlines.
• Bachelor’s degree in computer science, Information Technology, or related field.

Qualifications, Knowledge, And Experience

• Essential: Strong knowledge and skills in the Microsoft 365 application or administration concepts.
• Essential: Learning agility: demonstrated ability to learn new tools quickly and apply them (examples: troubleshooting unfamiliar issues, building a small lab, completing certifications/training, or rapidly ramping in a new role).
• Essential: Good understanding of Teams and SharePoint Online functionality.
• Essential: Strong problem-solving and analytical skills.
• Essential: Customer-focused, team player, analytical, solution oriented, proactive with keen eye for identifying improvements.
• Essential: Experience of working in a customer-focused environment.
• Essential: Ability to manage multiple priorities and work under pressure to meet deadlines.
• Essential: Business English both written and verbal.
• Desirable: Experience in Office 365 collaboration support or administration.
• Desirable: Experience in PowerShell scripting and automation for Office 365 administration.
• Desirable: Working knowledge (oral or written) of other languages is beneficial.
• Desirable: Knowledge of Power BI or Power Platform.