Job Description

The Collaboration Engineer III is responsible to provide end-user support of these tools. They act as first point of contact for incidents and service requests for collaboration tools and take ownership to get them resolved by working with other GTS cross functional team members. Role is a compilation of incident handling, incident escalation and customer care. Besides end user support, they also responsible to provide infrastructure and operations support for countries IT operation

Level III

·         Act as the 1st point of contact for user incidents & service requests for collaboration tools

·         Take ownership of service incidents/requests and liaising with other GTS teams to resolve and manage user expectations.

·         Create and maintain accurate and concise ticket updates/knowledgebase documentation.

·         Maintain and oversee installation, configuration, maintenance and troubleshooting of end user collaboration tools.

·         Participate in modification and continual improvement of collaboration tools.

·         Train business and other users on collaboration tool.

·         Maintain documentation and licensing requirements for all collaboration tools.

·         Build the service reference architecture mappings of the legacy, standard and future state of the collaboration tools portfolio.

·         Continually self-educate and research the market for enhancement / improvement opportunities.

·         Plan, coordinate, and implement security patches / upgrades for collaboration tools.

·         Provide support on escalated incident resolutions.

·         Cost center and financial accountability of the license counts and hosting charges.

·         Performs additional duties as assigned

·         Act as level 1 support for countries infrastructure and operations support

·         Level 1 support on internet technology services, network equipment, telecom equipment, server equipment and server room equipment

·         Vendor management in dealing for procurement, task coordination with vendor and project execution

·         Being part of a small project team to execute project plan

·         Provides advice and able to guide peers and team members