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Collaboration Systems Engineer

2 months ago

College Park, Maryland, United States University of Maryland Full time

Position Overview:

The Collaboration Services Engineer plays a crucial role in delivering engineering, administrative, and operational support for collaboration systems at the University of Maryland. This role emphasizes the continuous enhancement of enterprise collaboration and telephony systems.

Key Responsibilities:

  • Oversee and provide operational support for collaboration systems.
  • Implement new collaboration applications and enhance existing systems.
  • Develop expertise in key technologies, with a focus on automation in cloud environments.
  • Engage with university staff to gather technical and business requirements and develop effective solutions.
  • Manage technologies in an enterprise setting, prioritizing customer needs and operational excellence.
  • Communicate with vendors regarding software upgrades and troubleshooting.
  • Conduct training sessions for non-technical users on product features and operations.
  • Document all service processes and maintain records in a repository.
  • Participate in disaster recovery planning and execution to meet customer requirements.
  • Automate repetitive tasks to enhance service delivery and minimize operational overhead.
  • Collaborate with the Security team to identify and address application and operating system vulnerabilities.

Minimum Qualifications:

Education: A Bachelor's degree from an accredited institution. Relevant work experience may substitute for education on a year-for-year basis, up to four years.

Experience:

  • Two years of professional experience in supporting IT infrastructure operations, maintenance, and administration.
  • Familiarity with Federated Single Sign-On systems, such as SAML.
  • Knowledge of email-related network protocols (SMTP, IMAP, POP) and LDAP-based directory services.
  • Proficiency in managing Google Workspace email settings.
  • Experience with REST APIs and email security technologies.
  • Strong troubleshooting skills for complex email-related issues.
  • Fluency in Unix/Linux programming languages and tools.

Knowledge, Skills, and Abilities:

  • Excellent written and verbal communication skills.
  • Ability to follow guidance from senior team members while also working independently.
  • Basic mentorship capabilities for junior staff.
  • Commitment to customer service excellence.
  • Effective workload management and timely delivery of assignments.
  • Proficiency in office productivity software, such as Office 365 or Google Workspaces.

Preferred Qualifications:

  • Experience in higher education environments.
  • Experience managing Google Workspace.
  • Background in administering collaboration systems in large settings.
  • Familiarity with telephony services and call center operations.
  • History of managing complex system upgrades.
  • Experience with email migration tools and methodologies.
  • Knowledge of Cisco ESA, email forwarding services, and Google API.