Senior Collaboration Engineer

Onsite in Holly Springs, NC

This role is for a Senior Collaboration Engineer. The candidate designs, monitors, manages, and troubleshoots various aspects of our collaboration platform. We are seeking an experienced, passionate, and service-oriented candidate to oversee all our collaboration platforms, such as Microsoft 365, Miro, various file services and much more. Additionally, the candidate will support develop a comprehensive knowledge base to enhance support efficiency and contribute to the continuous improvement of support processes.

Business Technology & Digital Solutions IS a fast-growing organization leading digital transformation. You will work alongside highly dedicated and skilled colleagues worldwide, collectively ensuring stable, efficient, and compliant IT solutions. The Engineering team is part of the Infrastructure & Operations (I&O) department.

As part of the Global Digital Workspace Engineering team, the Senior Collaboration Engineer provides critical technical guidance and expertise, handling Microsoft Teams, SharePoint, One Drive, Azure Entra, Intune, and more. The candidate must have a deep level of knowledge within the space, as well as high practical knowledge of how the Microsoft Graph API works and how to automate various tasks using Power Shell.

The role involves diagnosing and resolving high-level technical issues across a wide range of technologies, analyzing inquiries, identifying appropriate technical areas or vendors to address problems, consulting with managers and colleagues on action plans, and serving as the ultimate point of escalation within the business.

This critical role offers technical expertise and advanced insight, concentrating on tackling and resolving intricate issues connected to various collaboration platforms and endpoint technologies. Main responsibilities include evaluating requests, choosing appropriate technical solutions, and acting as the primary escalation contact within the organization.

A key part of this position involves training and mentoring the Global Service Desk team, passing on knowledge, and building troubleshooting abilities. The role also includes overseeing the development and upkeep of the organisation’s knowledge base, as well as creating support and training materials for Collaboration to assist users.

The ideal candidate possesses a service-oriented mindset, capable of handling customer requests while prioritizing based on criticality. Candidates should have strong knowledge of Microsoft 365, including but not limited to Azure Entra, Intune, the Office 365 suite, handling telephony via Microsoft Teams, and be able to automate and ensure various processes using Power Shell and the Graph API for Microsoft 365.

The candidate must demonstrate analytical and methodical approaches to IT incidents and requests, showcasing proven problem-solving skills to address complex technical challenges. Excellent teamwork and collaboration skills are essential for effective interaction within diverse teams and fostering a cooperative work environment. The candidate should exhibit a self-motivated and resourceful attitude, with the ability to prioritize and execute tasks in high-pressure situations while maintaining a strong sense of responsibility and commitment to service.

Key Duties will be split between :

Technical Guidance and Issue Resolution :
As the primary point of escalation within the organization, the Senior Collaboration Engineering is responsible for monitor, diagnosing and resolving complex technical issues across a diverse range of technologies within the collaboration space.

Training and Mentoring :
This role is responsible for collaborate with global teams to ensure collaboration solutions meet organizational needs including training and mentoring Global Service Desk by imparting essential technical knowledge and skills, empowering them to effectively address and resolve technical issues independently. Collaborate with global teams to ensure collaboration solutions meet organizational needs

Knowledge Base Management :
The Senior Collaboration…