Collaboration Engineer II​/IS - Collaboration Services

Collaboration Engineer II / IS - Collaboration Services

Full-time / Days

The Collaboration Engineer II is a mid‑level role responsible for delivering high‑quality support across a broad range of online collaboration services, including Microsoft 365 (with a strong emphasis on Teams), Avaya telephony, voice services, mobility solutions, and other SaaS platforms.

Key responsibilities include troubleshooting and resolving technical issues, managing service requests, ensuring efficient support delivery, and helping shape and manage the collaboration technology roadmap to align with organizational goals and user needs.

Hybrid: 3 days remote, 2 days onsite (or as needed).

• Provide high‑level support for Microsoft Teams, SharePoint, One Drive, and VoIP systems.
• Troubleshoot and resolve Avaya Aura platform issues (Communication Manager, Session Manager, System Manager).
• Support Avaya Contact Center solutions such as ACD, IVR, and CTI.
• Use tools like Avaya One‑X and Verint call recording for diagnostics.
• Assist in shaping the collaboration technology roadmap and aligning it with user needs.
• Contribute to IT projects, develop knowledge‑base articles, and deliver end‑user training.
• Perform root‑cause analysis and recommend improvements to enhance end‑user experience.

• 3‑5 years of progressive IT support experience focused on online collaboration platforms, Microsoft 365 services, and enterprise Avaya telephony/voice systems.
• Proficiency in managing Microsoft Teams, SharePoint, One Drive, and VoIP systems.
• Hands‑on experience with mobile device management (MDM) solutions and SaaS‑based collaboration tools.
• Solid understanding of cloud‑based communication ecosystems, role‑based access control (RBAC), and hardware lifecycle management as it relates to collaboration platforms.
• Experience contributing to IT projects, creating or updating knowledge‑base articles, and delivering end‑user training.
• Strong technical troubleshooting and root‑cause analysis skills for collaboration services and telephone systems.
• Excellent customer service, communication, and interpersonal skills.
• Proven ability to manage multiple tasks in a fast‑paced environment with minimal supervision.
• Highly organized, detail‑oriented, and committed to continuous improvement.
• Familiarity with compliance requirements in a highly regulated healthcare environment.
• Willingness to work flexible hours, including evenings and weekends as necessary.

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
• Relevant certifications such as Microsoft Certified:
  Teams Administrator Associate, Microsoft Certified:
  Modern Desktop Administrator Associate, or CompTIA Network+.

USD $88,962 – $146,151.

CHLA is an Equal Employment Opportunity Employer. We consider qualified applicants for all positions without regard to race, color, religion, creed, national origin, sex, gender identity, age, disability, sexual orientation, marital status, veteran or military status, or genetic information. Qualified applicants with disabilities are entitled to reasonable accommodation under the California Fair Employment and Housing Act and the Americans with Disabilities Act.

Please contact CHLA Human Resources if you need assistance with accommodation.