Role Overview
The Collaboration Engineer L2 is responsible for the administration, support, and maintenance of enterprise Unified Communication and collaboration platforms. This includes IP Telephony, Video/Audio Conferencing systems, Messaging platforms, Contact Center solutions, and related infrastructure such as Video Management Systems (VMS) and CCTV. The role ensures high availability, performance, security, and continuity of collaboration services across the organization.
Key Responsibilities
- Administer and support Unified Communication systems including IP Telephony, Video/Audio Conferencing, and Messaging platforms.
- Operate, maintain, and troubleshoot Contact Center systems and ensure service continuity.
- Perform regular system updates, patching, and upgrades to ensure system stability and security.
- Monitor system performance, identify issues proactively, and implement corrective actions.
- Manage, renew, and validate security certificates related to communication and collaboration services.
- Raise incident tickets and coordinate with vendors for advanced troubleshooting and issue resolution.
- Support Business Continuity and Disaster Recovery (BC/DR) plans for collaboration platforms.
- Maintain accurate documentation of system configurations, procedures, and operational workflows.
- Ensure continuous updates to technical documentation and knowledge base.
- Provide hands-on support for CCTV systems administration and Video Management Systems (VMS).
- Collaborate with internal IT teams to ensure seamless integration and service delivery.
Qualifications & Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 5+ years of experience in a similar collaboration/Unified Communications role.
- Strong experience in Unified Communications administration and operations.
- At least 3 years of experience in Video Management Systems (VMS) operation and maintenance.
- CCNP certification (mandatory).
- ITIL v4 certification (mandatory).
- Cisco CyberOps certification (preferred).
- Hands-on experience in IP Telephony systems administration.
- Hands-on experience in CCTV systems administration and support.
- Strong troubleshooting and vendor coordination experience.
- Arabic language proficiency (required).
Key Skills
- Unified Communications (IP Telephony, Video/Audio Conferencing, Messaging)
- Contact Center Systems Management
- Video Management Systems (VMS)
- CCTV Systems Administration
- System Monitoring & Performance Optimization
- Incident Management & Vendor Coordination
- Disaster Recovery & Business Continuity Planning
- Technical Documentation & SOP Development
Working Conditions & Benefits
- Working Hours: 8 hours per day, rotational shifts
- Air tickets covered by company
- Medical insurance provided (including family coverage: spouse + 2 dependents)
