Collaboration Engineer

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

Familiarity with VoIP systems and SIP protocols is essential.

Excellent organizational and communication skills.

This is an excellent opportunity for a professional who is eager to grow their skills in a dynamic and supportive environment.