Collaboration Engineer L2

Role Overview

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)

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)