Support Engineer - Workplace Collaboration

Capgemini

Dubai, UAE

Posted
Ref: SP884-21

Job description / Role

Employment: Full Time

Responsibilities:

• Technical Support:
• Provide technical support for workplace collaboration technologies, including telephones, Microsoft Teams, projectors, and external phones.
• Respond to user inquiries, troubleshoot issues, and provide timely resolution to ensure smooth operation of collaboration tools.

Telephony Management:

• Manage and maintain telephony systems, including desk phones, conference phones, and VoIP solutions.
• Configure phone settings, extensions, voicemail, and call routing rules according to user requirements and organizational policies.

Microsoft Teams Support:

• Assist users with setup, configuration, and troubleshooting of Microsoft Teams collaboration platform.
• Provide guidance on using Teams for chat, calling, meetings, and file sharing, and resolve issues related to audio and video conferencing.

Projector Maintenance:

• Maintain projector systems in meeting rooms, conference rooms, and presentation spaces.
• Perform regular maintenance, troubleshoot connectivity issues, and ensure optimal performance of projectors and audiovisual (AV) equipment for presentations.

External Phones Assistance:

• Support users with setup and configuration of external phones, including mobile devices, softphones, and Bluetooth accessories.
• Troubleshoot issues related to call quality, connectivity, and integration with collaboration platforms.

User Training:

• Develop training materials and conduct training sessions for end-users on how to use workplace collaboration tools effectively.
• Provide guidance on best practices for communication, collaboration, and utilizing collaboration features.

Documentation:

• Create and maintain documentation, knowledge base articles, and troubleshooting guides for workplace collaboration technologies.
• Document common issues, resolutions, and troubleshooting steps for reference by support staff and end-users.

Vendor Coordination:

• Collaborate with telephony vendors, service providers, and equipment suppliers for procurement, maintenance, and repair of telephony and AV equipment.
• Coordinate vendor support and escalate issues as needed to ensure timely resolution.

Quality Assurance:

• Conduct regular quality checks and testing of collaboration tools and equipment to ensure functionality, reliability, and performance.
• Monitor system health, identify potential issues, and implement proactive measures to maintain service uptime.

Continuous Improvement:

• Identify opportunities for process improvements, automation, and optimization of workplace collaboration support services.
• Collaborate with cross-functional teams to implement best practices, standardize workflows, and enhance user experience.

Requirements:

Requirements:

• Bachelor's degree in Information Technology, Telecommunications, or related field.
• 2 years of experience in technical support, IT support, or telecommunications support roles, with a focus on workplace collaboration technologies.
• Proficiency in troubleshooting telephony systems, Microsoft Teams, projectors, and external phones.
• Knowledge of VoIP telephony solutions, SIP, and telephony protocols.
• Familiarity with Microsoft Teams collaboration platform and its features for chat, calling, meetings, and file sharing.
• Experience with audiovisual (AV) equipment, including projectors, displays, and audio conferencing systems.
• Strong customer service skills, with the ability to communicate effectively with end-users, stakeholders, and technical teams.
• Experience with ticketing systems, IT service management tools, and remote support software.
• Ability to work independently, prioritize tasks, and manage multiple priorities in a fast-paced environment.
• Commitment to professional development and staying updated on emerging trends and technologies in workplace collaboration and telecommunications support.

Experience:

• 2 years

About the Company

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

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