Job Description

Ref No.:18-01047
Location: Cambridge, Massachusetts
This primarily a tier 3 support role for collaboration services including O365, Google, Dropbox and more.

Job Description Position Overview: The Collaboration Support Engineer is responsible for operational support of the tools managed by clients' Messaging and Collaboration Services group. Evolving over time, services will include but are not limited to: email, cloud file sharing/storage tools, email marketing tools, instant messaging and message hygiene environments. The Support Engineer for Collaboration Services duties include all Tier 3 application support, project participation, queue management, publishing of technical documentation and artifacts and vendor escalation. Will work closely with Systems Engineers and other colleagues to resolve customer issues, publish support documents, assist in implementing new features and serve as SME on all Office 365, Google Apps, Slack and SilverPop applications and features. This position will also be required to assist with the file share transition project as required.

Principal Duties and Responsibilities (Essential Functions*): * Provide overall technical, configuration, and Tier 3 end user support for email, instant messaging, email marketing, message hygiene and other production systems within the Collaboration portfolio and development/test systems in a highly collaborative team environment * Serve as an escalation point and liaison between customers, identity management and other IT resources in resolving Tier 3 operational issues and tickets * Field ad-hoc queries and requests from stakeholders and escalate to as required * Provide technical and configuration support to assist in authentication and provisioning accounts to on-premise and cloud services; troubleshoot issues between Microsoft Active Directory, Active Directory Federation Services, Directory Synchronization, Message Hygiene, and Identity Management related tools * Adhere to and assist in the Change Management processes outlined by the HUIT ITSM policies * Interact with end users, support desk, team members and stakeholders in gathering information to define and document required changes to the environments; assist Director in preparing business and use cases * Develop test plans, coordinate and assist in testing changes to the environments and ascertaining and documenting impacts on end-user platforms including Windows, Mac & mobile devices * Create and maintain documentation on products including system diagrams, run-books, and operational and support procedures; mentor and train operational and support staff * Provide technical input to assist in development of service transformation project plans * Provide training materials and support to improve operational efficiency for the Tier 1 service desk * Enhance and automate processes and tasks to facilitate administration of services * Take part in the collaboration group's on-call process and become familiar with HUIT's Incident Management processes * Provide support and coverage for all O365 services including email and calendaring, OneDrive, SharePoint, etc.. as well SilverPop, Slack, Google Apps and other services within the Collaboration Services portfolio. * Maintain system and end user support documentation * Continue to develop knowledge base to support new tools and technologies

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