L3 Support Engineer

hace 4 semanas

Mexico City LTIMindtree A tiempo completo

As a Collaboration Support Engineer, you will play a pivotal role in supporting and enhancing our enterprise collaboration services. You will be a core member of the Collaboration Team, responsible for the technical support, implementation, and continuous improvement of both existing and new collaboration platforms.

Key Responsibilities

- Provide Tier I–III technical support for collaboration platforms including Intranet (Unily), Zoom (Chat, Meetings, Phone, Webinars), Slack, LucidSuite, Box, SharePoint, Kaltura, and Smartsheet.
- Collaborate closely with the broader Collaboration Team to ensure optimal performance and user satisfaction.
- Act as a liaison between technical teams and business stakeholders to align collaboration solutions with organizational needs.
- Deliver training and support to internal employees on collaboration tools and best practices.
- Assist in the design, implementation, and support of new collaboration services.
- Maintain and update documentation, including playbooks, standard operating procedures, and best practices.
- Manage customer relationships and ensure timely resolution of issues within agreed SLAs.

Qualifications

- 5–8 years of experience in IT or collaboration technology support.
- In-depth knowledge of collaboration platforms such as Box, Zoom, Slack, Smartsheet, LucidSuite, SharePoint, Kaltura, and Unily.
- Strong communication skills with the ability to present technical solutions to both technical and non-technical audiences.
- Experience with ServiceNow or similar incident and change management platforms.
- Bachelor's degree in Computer Science, Computer Engineering, or a related field, or equivalent professional experience.

Preferred Skills

- Familiarity with managed services offerings in the collaboration space.
- Experience in developing and delivering user training programs.
- Strong documentation and technical writing skills.

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