The Collaboration Services Engineer is responsible for providing the engineering, administrative, and operational support of UMD collaboration systems. The engineering will focus on constant improvement of the enterprise collaboration and telephony systems for the University of Maryland. Services include but are not limited to: standard telephone services, call centers, voicemail, video conferencing, instant messaging, and Google Workspace services such as email, calendaring, and cloud-based file services.
The Collaboration Services Engineer will work closely with other Division of Information Technology (DIT) staff and campus stakeholders to develop and improve collaboration systems in ways that improve user experience and productivity. The Collaboration Service Engineer will closely monitor new product functionality with UMD collaboration systems and services, industry trends, and trends of our Big10 peers, using this information to guide service improvements and integrations.
The Collaboration Services Engineer will have both operational and project duties, often with complex technical and business matters.
Responsibilities include:
* Manage and provide operational support for UMD collaboration systems
* Hands-on deployment of new collaboration applications and functionality with existing collaboration system portfolio
* Develop increasing expertise in key technologies, focusing on automation within cloud environments.
* Interact directly with University staff to gather technical and business requirements, develop and implement solutions.
* Manage technologies in an enterprise environment with a drive for understanding customer needs and operational excellence.
* Communicate with vendors for upgrades and troubleshooting issues with software.
* Training and demonstration of product features and operation to non-technical customers.
* Document all platform service processes and procedures and maintain the artifacts in a document repository.
* Participate in disaster recovery (DR) planning and execution in support of customer requirements.
* Automate repetitive tasks where possible to improve service delivery and reduce operational overhead.
* Collaborate with the Security team to identify and remediate application and operating system vulnerabilities.
This position is considered an essential position and may be required to work at the normal work location or an alternative location during a major catastrophic event, weather emergency, or other operational emergencies to help maintain continuity of University services.
Minimum Qualifications: Education: Bachelor's degree from an accredited college or university. Additional work experience as defined above may be substituted on a year-for-year basis for up to four (4) years of the required education.
Experience: * Two (2) years of professional experience supporting the operations, maintenance, and administration of information technology infrastructure.
* Experience with Federated Single sign on systems such as SAML.
* Experience with email-related network protocols (SMTP, IMAP, POP, RFC 2822, RFC 5321), an in-depth knowledge of LDAP based directory and authentication services
* Proficiency in administering Google Workspace email settings and configurations.
* Experience with REST API's, MTA, (Cisco ESA, etc).
* Excellent troubleshooting and problem-solving skills, with the ability to analyze complex email-related issues and recommend effective solutions.
* Experience with email security technologies and best practices, such as SPF, DKIM, DMARC, and email encryption.
* Fluency in Unix/Linux systems programming languages and tools (C, C++, Perl, Unix shells, Java, etc).
Knowledge, Skills, and Abilities: * Strong written and oral communication skills.
* Ability to follow directions from more senior team members but also able to work independently.
* Basic mentorship to junior staff members.
* A demonstrated commitment to customer service.
* Ability to effectively manage workload and delivery assignments on time.
* Skilled in the use of office productivity software such as Office 365 or Google Workspaces.
Preferences: * Experience in Higher Education.
* Experience managing Google Workspace.
* Experience administering/managing collaboration systems in a large environment.
* Telephony services, call centers, and voicemail systems.
* History of performing large complex system upgrades.
* Experience with email migration tools and methodologies is desirable.
* Experience with Cisco ESA, email forwarding services, Webhooks, and Google API, Java and AWS, Service Now, Cisco Unified Communication, Slack or Webex Teams, and G Suite.
