Network Supp Spec II (Collaboration Engineer)

PRIMARY RESPONSIBILITIES

Collaboration Platform Support and Deployment

- Assist in deploying, configuring, and maintaining collaboration platforms, including Microsoft Teams Rooms and SharePoint.

- Troubleshoot incidents and service requests affecting unified communications and collaboration tool functionality.

- Coordinate with senior engineers and related teams to implement approved collaboration solutions and updates.

- Support integration of collaboration services with enterprise network, endpoint, and identity infrastructure.

AV/VTC and Streaming Operations

- Provide day-to-day support for conference room AV/VTC systems, including endpoints, displays, microphones, and conferencing peripherals.

- Help maintain readiness and performance of Teams and other enterprise conferencing services used across operations.

- Support live and on-demand video streaming for enterprise meetings and events, including setup, monitoring, and rapid issue resolution.

- Escalate complex AV/VTC and streaming issues to senior staff or vendors and track remediation through closure.

Service Quality, Documentation, and Operational Support

- Respond to user-reported collaboration and conferencing issues in accordance with service expectations and SLA objectives.

- Record incidents, requests, troubleshooting actions, and outcomes in approved ticketing and reporting workflows.

- Assist with development and maintenance of SOPs, runbooks, and support documentation for collaboration services.

- Participate in testing, validation, and change support activities to reduce service disruption during updates.

User Enablement and Security Compliance

- Assist with user training and adoption support for collaboration tools, meeting workflows, and standard practices.

- Develop and maintain user-facing documentation, quick guides, and knowledge articles for recurring support needs.

- Apply approved security and compliance requirements when supporting collaboration and conferencing platforms.

- Collaborate with stakeholders to improve user experience, communication quality, and service consistency.

REQUIRED QUALIFICATIONS

Citizenship/Work Authorization: Must meet contract requirements.

Education: Bachelors in a relevant field (e.g., Information Technology, Computer Science, Engineering).

Experience:

- 3-5 years of experience in collaboration technology support or engineering roles in enterprise environments.

- This role intentionally applies the more stringent 3-5 year experience requirement from the source experience narrative, which exceeds the 2-year matrix minimum.

- Experience deploying and troubleshooting unified communication platforms, including Microsoft Teams and SharePoint.

- Experience supporting AV systems, video conferencing, and live/on-demand streaming technologies, including secure integration with network infrastructure.

Technical Skills:

- Microsoft Teams, Microsoft Teams Rooms, SharePoint, and Microsoft 365 collaboration capabilities

- Enterprise conferencing tools (e.g., Microsoft Teams) and conferencing system troubleshooting

- AV/VTC systems support and video streaming operations for enterprise meetings/events

- Incident/request handling, documentation, and user support in structured IT service environments

- Collaboration platform security compliance and cross-platform integration

PREFERRED QUALIFICATIONS

- Experience supporting Microsoft 365 GCC environments and monitoring service health through M365 administrative tools.

- Experience supporting high-visibility enterprise events requiring live streaming, captioning coordination, or post-event media support.

- Familiarity with ITSM/ticketing platforms (e.g., ServiceNow) in SLA-driven federal support environments.

- Working knowledge of federal cybersecurity/compliance expectations (e.g., FISMA-aligned controls, zero trust principles).

- Experience using basic scripting/automation to improve collaboration platform operations and reporting.

- Microsoft 365 Certified: Teams Administrator Associate (MS-700)

- Microsoft 365 Certified: Administrator Expert (MS-102)

- AVIXA CTS