IT Field Support

Menlo Park, CA 94025

Posted: 08/20/2018 Employment Type: Contract Industry: Technical Support Job Number: 22768
  • Manage projects related to collaboration tools adoption or migrations including but not limited to Dropbox, Box, Zoho and Office 365 suite of apps
  • Manage escalations pertaining to collaboration tools; work with our internal teams such as Security, Infrastructure and Corp Network teams to find solutions to user issues
  • Collaborate with 3rd  party collaboration providers and directly with our users to solve issues
  • Identify trends in issues, investigate best solution with providers and communicate to our helpdesk team and directly to users
  • Research new collaboration services and provide recommendations based on user needs and competitive analysis of various applications
  • Help migrate users out of declining services by finding alternative solutions, communicating and helping users with the migration process
  • Help drive adoption of new services by communicating benefits to users, monitoring usage and optimizing experience
  • Serve as a subject matter expert of collaboration tools functionality in the enterprise
  • Monitor, maintain and look for opportunities to optimize and improve systems
  • Develop internal tools (programs, scripts, platforms)
  • Help plan, communicate and execute initiatives related to collaboration apps in partnership with PMs and Engin

  • 5+ years working across IT/Infra organizations
  • Prior experience administrating and deploying collaboration apps such as Box, Quip and Office 365 and SharePoint applications
  • Experience in managing projects and working with software vendors to drive improvements
  • Experience in presenting and training end users on various software products
  • Ability to develop cross-functional relationships across various teams
  • Good understanding of Saas security
  • Strong user centric approach balanced with business understanding of what good for the company as a whole
  • Self-starter with a strong can do attitude to come up with ideas for new projects, drive resolution to an end and optimize processes
  • Strong written communication and great interpersonal skills working with end users and internal stakeholders
  • Experience in analyzing data using Excel and Tableau to inform decisi

  • BS in Computer Science, Business Systems or related field is required

Maxwell McIlwaine

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