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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 pivotal role in delivering engineering, administrative, and operational support for collaboration systems at the University of Maryland. This role emphasizes continuous enhancement of enterprise collaboration and telephony solutions.

Key Services:

The services encompass standard telephone operations, call center management, voicemail systems, video conferencing, instant messaging, and Google Workspace functionalities including email, scheduling, and cloud storage solutions.


The engineer will collaborate closely with other staff members and campus stakeholders to refine collaboration systems, aiming to enhance user experience and overall productivity.

The engineer will also keep abreast of new product features related to UMD collaboration systems, industry advancements, and trends among peer institutions, utilizing this knowledge to inform service enhancements and integrations.


Core Responsibilities:
  • Oversee and provide operational support for UMD collaboration systems.
  • Implement new collaboration applications and functionalities within the existing system framework.
  • Develop expertise in key technologies, with a focus on automation in cloud environments.
  • Engage directly with university personnel to gather technical and business requirements, crafting and executing tailored solutions.
  • Manage technologies in an enterprise context, prioritizing customer needs and operational excellence.
  • Coordinate with vendors for software upgrades and troubleshooting.
  • Provide training and demonstrations of product features to non-technical users.
  • Document all service processes and maintain comprehensive records in a repository.
  • Participate in disaster recovery planning and execution to meet customer needs.
  • Automate repetitive tasks to enhance service delivery and minimize operational overhead.
  • Work alongside the Security team to identify and address application and operating system vulnerabilities.

Minimum Qualifications:
Education:
Bachelor's degree from an accredited institution.

Relevant work experience may substitute for education on a year-for-year basis for 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 and configurations.
  • 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 high-quality customer service.
  • Effective workload management and timely delivery of assignments.
  • Proficient in office productivity software such as Office 365 or Google Workspaces.

Preferred Qualifications:
  • Experience in higher education environments.
  • Management experience with Google Workspace.
  • Administration of collaboration systems in large-scale settings.
  • Knowledge of telephony services and call center operations.
  • Experience with complex system upgrades.
  • Familiarity with email migration tools and methodologies.
  • Experience with various collaboration tools and technologies.

Benefits:
  • Comprehensive medical, dental, and vision coverage.
  • Flexible work arrangements.
  • Tuition remission for employees and their dependents.
  • Generous paid time off to support work-life balance.
  • Retirement benefits to assist in achieving future goals.
  • And additional benefits.

Physical Demands:
  • Primarily operates in an office setting.
  • Some tasks may require time spent in technical environments for installation and troubleshooting.
  • Occasional lifting of server equipment may be necessary.
  • Evening and weekend work may be required.
  • This position is essential and may require work during emergencies to ensure continuity of services.