Collaboration Engineer

TEKsystems•Newport Beach, CA

1d•$90 - $90•Onsite

About The Position

The Collaboration Engineer will provide advanced troubleshooting for conference room technologies, collaboration platforms, AV signal flows, endpoint configurations, SIP/network traffic, room scheduling, and integrated room systems. This role involves maintaining a working knowledge of various collaboration tools and platforms, engineering deployment cycles for changes, and performing User Acceptance Testing (UAT). The engineer will also be responsible for creating and maintaining technical documentation, developing deployment plans, and serving as a technical escalation point for complex incidents. Additionally, the role includes evaluating new technology capabilities, partnering with other IT teams, supporting automation and integration opportunities, facilitating quality assurance, communicating technical concepts, and creating training materials. The position also supports change management processes and requires meeting required SLAs for incidents, requests, problems, and change tasks.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Engineering, Electronics, or equivalent practical experience.
Minimum 5 to 7 years of experience supporting enterprise collaboration, AV, unified communications, conferencing, networking, managed services, or infrastructure environments.
Strong understanding of enterprise collaboration platforms such as Microsoft Teams, Zoom, Cisco Webex, Cisco Control Hub, Microsoft 365 administration, and related cloud services.
Working knowledge of conference room technology ecosystems including codecs, cameras, microphones, DSPs, touch panels, scheduling panels, control systems, signage, and room peripherals.
Ability to troubleshoot across AV, endpoint, cloud platform, identity, network, and security boundaries.
Fundamental understanding of TCP/IP, DNS, DHCP, VLANs, QoS, SIP, firewall concepts, wireless concepts, VPN considerations, and enterprise authentication flows.
Experience managing technical escalations with vendors, manufacturers, integrators, and internal engineering teams.
Experience creating user-facing and technical documentation, including procedures, diagrams, training content, and support guides.
Strong analytical, organizational, communication, and customer service skills with the ability to operate independently and prioritize multiple workstreams.
Ability to work in a high-visibility critical response dynamic, executive support situations, change controls, and enterprise level technology deployments.

Nice To Haves

Cisco Collaboration, Cisco RoomOS, Cisco Control Hub, or Cisco TAC escalation experience.
Microsoft Teams Admin Center, Microsoft Teams Rooms
Zoom admin portal, Zoom Rooms, Webex administration, or multi-platform conferencing environment experience.
PowerShell scripting, Microsoft Graph, REST API, Python, JavaScript, or workflow automation experience.
Understanding with Intune, Entra ID, SSO, conditional access concepts, endpoint management

Responsibilities

Provide advanced troubleshooting for conference room technologies, collaboration platforms, AV signal flows, endpoint configurations, SIP/network traffic, room scheduling, and integrated room systems.
Maintain working knowledge of Cisco collaboration endpoints, Cisco Control Hub, Microsoft Teams, Zoom, Webex, Microsoft 365 services, DSP platforms, IPTV, digital signage, Crestron controllers, and related AV infrastructure.
Engineer deployment cycles for hardware, firmware, operating system, application, and cloud service changes across collaboration management portals and room ecosystems.
Perform User Acceptance Testing (UAT) and production readiness reviews for new platform features, device software, and vendor releases.
Create and maintain technical documentation including diagrams, test plans, runbooks, deployment guides, training material, standard operating procedures, support workflows, and service transition documentation.
Develop deployment plans, project schedules, rollback plans, adoption plans, support models, and operational handoff documentation for collaboration technology changes.
Serve as a technical escalation point for complex incidents and coordinate resolution across internal teams, vendors, manufacturers, and support providers.
Open, manage, and escalate manufacturer and vendor support cases.
Evaluate new collaboration, AI, automation, and workplace technology capabilities for operational fit, business value, supportability, security alignment, and user experience.
Partner with networking, security, identity, endpoint, infrastructure, facilities, and application teams to ensure collaboration services are secure, reliable, scalable, and supportable.
Support automation and integration opportunities using APIs, PowerShell, Microsoft Graph, reporting workflows, monitoring tools, and service management platforms.
Facilitate quality assurance activities to validate conference room uptime, standardization, device health, platform readiness, and user experience.
Communicate complex technical concepts clearly to non-technical stakeholders, business users, executives, vendors, and cross-functional technology teams.
Create and deliver training for end users, support teams, and internal technology teams, including written guides, presentations, walkthroughs, and video training content.
Support change management processes, including after-hours maintenance, production deployments, emergency changes, and incident response activities as required.
Meet required SLAs for incidents, requests, problems, change tasks, and project deliverables within ServiceNow, Microsoft Planner, or other enterprise tracking systems.