OPERATIONS 

• Provide first-line support for all collaboration tools, responding promptly to user inquiries and technical issues. 

• Diagnose and resolve technical problems related to file sharing, chat applications, Google Workspace, design tools, cloud-based workflow tools, and DevOps tools. 

• Utilize AI-driven diagnostics and troubleshooting tools to enhance problem resolution efficiency. 

• Collaborate with IT teams and vendors to escalate and resolve complex issues, ensuring minimal disruption to users. 

• Configure and maintain collaboration tools to meet the needs of various departments and teams. 

• Optimize tool settings and integrations to enhance user experience and productivity. 

• Implement AI-based optimizations to improve tool performance and user satisfaction. 

• Work with vendors and internal stakeholders to implement new features and updates. 

• Develop and deliver training sessions to ensure users are proficient in using collaboration tools effectively. 

• Create and maintain user guides, FAQs, and other documentation to support self-service learning. 

• Stay up-to-date with the latest features and best practices for collaboration tools, sharing knowledge with the organization. 

• Educate users on AI capabilities within the tools to maximize their benefits. 

• Act as a liaison between end-users and IT teams, facilitating communication and understanding of technical needs and solutions. 

• Participate in cross-functional projects to improve collaboration tools and related processes. 

• Communicate updates, changes, and best practices to users in a clear and concise manner. 

Qualifications & Experiences: 

• Bachelor's degree in Computer Science, Information Technology, or a related field. 

• 3+ years of experience in a technical support or IT role, with a focus on collaboration tools. 

• Strong knowledge of file sharing, chat applications (Slack, MS Team etc.), Google Workspace, design tools, cloud-based workflow tools, and DevOps tools. 

• Experience with AI technologies and their application in collaboration tools. 

• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues quickly. 

• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. 

• Ability to work independently and as part of a team, managing multiple priorities and meeting deadlines. 

• Strong proficiency in Azure, including Functions, .NET, Vault and VS Code. 

• Strong proficiency in REST API calls and programming languages.