• Deliver high levels of customer satisfaction and expert support as a senior member of the Workspace Collaboration Engineering technology team
• Ensure the availability, confidentiality and integrity of Workplace and Collaboration systems are maintained, including proactive monitoring and maintenance
• Participate in defining Workplace and Collaboration architecture and assist in setting the strategic direction within the domain
• Provide engineering lens to development of roadmaps, including scoping activities, building business cases, and securing organisational buy-in, based on the agreed strategy
• Provide expert engineering support to executive leaders and their teams to enable seamless and effective collaboration experiences in hybrid ways of working.
• Participate actively in planning sessions, team ceremonies, and meetings, offering high-level engineering insights. Continuous Delivery
• Drive continuous improvement activities in the domain, with a focus on simplification, automation and efficiency gains as well as reducing technical debt
• Contribute to the continuing development of Operational processes, procedures, standards and methodologies.
• Best practice methodologies used for all levels of Workplace and
• Collaboration tools, platforms and portals.
• Proactively identify repeat incidents and manage problems accordingly
• Assist with maintaining knowledge base by creating documentation,
• designs and updating old process across the Collaboration space
• Assist with uplift projects across the Collaboration space including
• managing the onboarding, installation and support of collaboration
• hardware and platforms
• Be technical engineering SME for all in-office technology platforms including implementation and configuration.
• Provide Level 3 engineering support for all in-house office technology platforms, including monitoring and management of platform portals (internal and OEM)
• Manage production Workplace and Collaboration systems availability to meet or exceed agreed SLAs
• Manage incident and service request SLAs and ensure tickets are being actioned within agreed timeframes.

Required skills:

• Advanced knowledge of video conferencing equipment (Cisco, MTRoW and MTRoA).
• Experience with Microsoft Office products, with a strong focus on MS Teams, Outlook, Word, Excel, PowerPoint.
• Experience in desktop systems including but not limited to Windows 10, Windows 11 and MacOS environments.
• Proficient in the use of desktop and notebook computer systems and peripheral systems, eg. projectors, printers, mobile devices.
• Experience working with IT service management systems (Preferably Service-Now) and monitoring platforms.
• Knowledge of ITIL or experience in ITIL Environment desirable.
• Ability to identify tasks and activities required to meet requirements, set goals, and develop action plans in line with business priorities.
• Demonstrable knowledge of upcoming Collaboration and Property Technology platform trends and products.
• Extensive Experience in Collaboration systems including Cisco Webex, Cisco Control Hub, Microsoft Teams (MTRoW, MTRoA), Teams Admin Centre, Teams Pro Portal and Meeting Room technology and peripherals.