Engineer, Collaboration Tools

Your Role Accountabilities

OPERATIONS

Provide first-line support for all collaboration tools, responding promptly to user inquiries and technical issues.

Diagnose and resolve technical problems related to file sharing, chat applications, Google Workspace, design tools, cloud-based workflow tools, and DevOps tools.

Utilize AI-driven diagnostics and troubleshooting tools to enhance problem resolution efficiency.

Collaborate with IT teams and vendors to escalate and resolve complex issues, ensuring minimal disruption to users.

Configure and maintain collaboration tools to meet the needs of various departments and teams.

Optimize tool settings and integrations to enhance user experience and productivity.

Implement AI-based optimizations to improve tool performance and user satisfaction.

Work with vendors and internal stakeholders to implement new features and updates.

Develop and deliver training sessions to ensure users are proficient in using collaboration tools effectively.

Create and maintain user guides, FAQs, and other documentation to support self-service learning.

Stay up-to-date with the latest features and best practices for collaboration tools, sharing knowledge with the organization.

Educate users on AI capabilities within the tools to maximize their benefits.

Act as a liaison between end-users and IT teams, facilitating communication and understanding of technical needs and solutions.

Participate in cross-functional projects to improve collaboration tools and related processes.

Communicate updates, changes, and best practices to users in a clear and concise manner.

Qualifications & Experiences

Bachelor's degree in Computer Science , Information Technology, or a related field.

3+ years of experience in a technical support or IT role, with a focus on collaboration tools.

Strong knowledge of file sharing, chat applications (Slack, MS Team etc.) , Google Workspace, design tools, cloud-based workflow tools, and DevOps tools.

Experience with AI technologies and their application in collaboration tools.

Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues quickly.

Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

Ability to work independently and as part of a team, managing multiple priorities and meeting deadlines.

Strong proficiency in Azure, including Functions, .NET, Vault and VS Code.

Strong proficiency in REST API calls and programming languages.

Not Required but preferred experience

Certifications in relevant technologies (e.g., Google Workspace, AWS, etc.) are a plus.

Experience with cloud platforms such as AWS, Azure, or Google Cloud.

Familiarity with Agile development methodologies and practices.

Experience with scripting and automation tools is a plus.

Knowledge of and passion for media, entertainment, and technology industries (including key players, growth trends and drivers, new media models, industry structure, etc.)

Familiarity with streaming and similar products /services

Experience working in a national or global company

Some visualization tool knowledge would be helpful ( i.e. Tableau, Power BI)

Comfortable in working in highly iterative and somewhat unstructured environment