Collaboration Support Engineer

Job description

Primary Function of Position The Collaboration Support Engineer is responsible for the administration, support, optimization, and adoption of enterprise collaboration and productivity platforms including Microsoft 365, Microsoft Teams, Zoom, Box, Slack, Smartsheet, Lucid Software Suite (Lucidchart/Lucidspark), Kaltura, and Unily (corporate intranet solutions). The role serves as a key member of the Digital Workplace and Collaboration team, providing Tier II–IV support, driving operational excellence, and enabling AI-powered productivity solutions across the enterprise.

This individual will partner with business stakeholders, end users, technical teams, and strategic vendors to support collaboration services, improve user experience, ensure platform reliability, and help accelerate the adoption of AI technologies such as Microsoft Copilot, Zoom AI Companion, Box AI, Slack AI, Claude Enterprise, and other emerging workplace AI solutions.

Key Responsibilities

Provide Tier II–IV operational support for Microsoft 365, Teams, SharePoint Online, OneDrive, Zoom, Box, Slack, Smartsheet, Lucid Suite, Kaltura, and Unily Intranet platforms. Support AI-powered workplace technologies including Microsoft Copilot, Zoom AI Companion, Box AI, Slack AI, Claude Enterprise, and other enterprise AI assistants. Assist with AI governance, security, compliance, licensing, and usage monitoring. Support integrations, upgrades, deployments, provisioning, retention, and compliance requirements.

Deliver user training, office hours, knowledge articles, SOPs, playbooks, and troubleshooting documentation. Analyze platform health, adoption, and recommend improvements to collaboration services.

Qualifications

Required Qualifications

5+ years of experience supporting enterprise collaboration, productivity, or Digital Workplace technologies. Hands-on experience with Microsoft 365, Teams, SharePoint Online, Zoom, Slack, Box, Smartsheet, Lucid Suite, Kaltura, and enterprise intranet solutions. Experience supporting AI-powered workplace technologies such as Microsoft Copilot, Zoom AI Companion, Box AI, Slack AI, ChatGPT Enterprise, Claude Enterprise, or similar technologies.

Experience with ServiceNow Incident, Change, and Problem Management processes. Knowledge of SSO, SAML, OAuth, and SCIM provisioning. Strong troubleshooting, analytical, problem-solving, written, and verbal communication skills.

Preferred Qualifications

Experience with Microsoft Power Platform, Power Automate, or workflow automation solutions. Understanding of governance, security, compliance, retention, eDiscovery, and information protection concepts. Experience supporting enterprise-wide migrations and digital transformation initiatives. Relevant Microsoft 365, Teams, Zoom, Slack, Box, Smartsheet, or ITIL certifications.

Education

Bachelor's degree in computer science, Information Technology, Engineering, or a related field, or equivalent professional experience. Ideal Candidate Profile A customer-focused collaboration professional who combines strong technical troubleshooting skills with a passion for enabling productivity through modern workplace technologies and AI.