Collaboration Support Engineer

We’re looking for a hands-on and technically skilled Collaboration Support Engineer to provide frontline support across AV, booking, kiosk, vending, and print services. Reporting to the Collaboration Service Lead, you’ll be responsible for diagnosing and resolving service issues, performing root cause analysis, and supporting the setup and configuration of new and existing collaboration products throughout their lifecycle.

This role is critical to ensuring service stability, user satisfaction, and operational excellence across the digital workplace.

Break/Fix & Root Cause Resolution

Respond to and resolve hardware and software faults across collaboration services.
Perform detailed root cause analysis for recurring or complex issues.
Escalate and collaborate with vendors or engineering teams where required.
Setup & Configuration

Support the installation and configuration of AV equipment, booking tools, kiosks, vending machines, and print infrastructure.
Assist with service onboarding, rollout, and lifecycle transitions.
Maintain configuration records and ensure alignment with governance standards.
Collaboration Services Coverage

AV & Conferencing: Troubleshoot AV endpoints, conferencing platforms, and room setups.
Booking Tools: Support configuration and issue resolution for room and desk booking systems.
Kiosk & Vending: Maintain and support digital kiosks and IT vending machines.
Print Services: Resolve issues related to print queues, secure release, mobile printing, and consumables.
Monitoring & Documentation

Use dashboards and monitoring tools to proactively identify service issues.
Maintain accurate support logs, configuration records, and resolution documentation.
Contribute to knowledge base articles and runbooks.
Team Collaboration

Work closely with the Collaboration Service Lead to prioritise and resolve incidents, requests, and problems.
Liaise with product managers, support teams, and vendors to ensure smooth service operations.
Participate in service reviews and improvement initiatives.
Base location – Clearwater Court, Reading

Essential Qualifications

Educated to degree level or equivalent experience.
CompTIA A+ or equivalent hardware support certification.
Microsoft Certifications. (e.g., MS-900, MD-102, or SC-300)
Essential Experience

AV Technology Certification. (e.g., CTS by AVIXA)
Familiarity with booking platforms (e.g., GoBright, Microsoft Bookings) and their integrations.
Experience supporting print infrastructure. (Windows Print Server, Universal Print, secure release)
Familiarity with M365, identity & access, and infrastructure principles.
Good technical SME background and experience with relevant products.
Essential Technical Skills

Familiarity with AV endpoints (displays, microphones, speakers, control panels), room kits, and conferencing setups.
Experience with Microsoft Teams Rooms, Zoom Rooms, or similar platforms.
Understanding of bandwidth, latency, and AV-over-IP principles.
Familiarity with cloud-based print solutions and mobile enablement.
Knowledge of badge release systems, secure print protocols, and identity integration.
Experience with digital signage, kiosk OS platforms, and vending telemetry.
Understanding of NFC, barcode scanners, and touch interfaces.
Proficiency with tools like GoBright, Microsoft Bookings, or custom-built solutions.
Experience with platforms like ServiceNow or Jira for service catalogues, incidents, and changes.
Basic networking knowledge. (CompTIA Network+ or equivalent)
Comfort with provisioning, rollout planning, and decommissioning workflows.
Familiarity with audit trails, policy enforcement, and accessibility reporting.
Ability to interpret telemetry, usage trends, and service health metrics.
Essential Competencies

Confidence in decision-making and owning a resolution to the end.
Strategic thinker with a bias for action and simplification.
Established skills in specific products.
Ability to interpret dashboards, logs, and telemetry data for diagnostics.
Communication skills.
Can-do attitude.
Approachable and willing to approach.
Excellent customer-facing skills.
Ability to prioritise.
Collaborative leader who thrives in cross-functional environments.
Patience/tact, and diplomacy.
Problem-solving.
Attention to detail.