Collaboration Tools Support Analyst

Description

Job Summary: We are seeking a talent to operate and support collaboration platforms within Managed Workplace, ensuring service availability and functionality for communication services. Key Highlights: 1. Be part of a global #Technology team with continuous learning. 2. Opportunities for growth and development in an innovative environment. 3. Collaborate with clients on their digital transformation and technology adoption. Accenture is a leading global professional services company offering a broad range of solutions in strategy and consulting, technology, operations, and digital capabilities—providing comprehensive services to help our clients achieve peak performance. Within our **\#Tecnología** team, we partner with clients to address the many challenges of digital transformation. We help them harness the power of digital technologies to become more effective, innovative, and disruptive. **Why Choose Accenture?** If you seek a challenging career, continuous learning, membership in a global network, diverse growth and development opportunities, and collaboration with exceptional people—this is the place for you. At Accenture, we have four business areas: Strategy \& Consulting, Technology, Operations, and Song. Each offers a unique professional experience while maintaining a focus on innovation, collaboration, and client transformation. We are looking for new talent to join our Information Technology Operations team. **Responsible for operating and supporting collaboration platforms within the Managed Workplace environment, ensuring availability and proper functionality of services such as email, messaging, meetings, and collaborative tools. Acts as part of Collaboration Resolution Groups, handling incidents and end-user requests, executing operational tasks, and escalating complex cases as appropriate.** **Activities:** Handle incidents and requests related to collaboration tools Support users on email, calendar, chat, and videoconferencing platforms Manage creation, modification, and deletion of user accounts Administer groups, distribution lists, and basic permissions Diagnose and resolve access, synchronization, and configuration issues Support email clients (desktop and mobile) Validate functionality of meetings, virtual rooms, and communication tools Manage tickets in ITSM tools (ServiceNow, JIRA, etc.) Perform basic/intermediate troubleshooting on collaboration platforms Escalate complex incidents to L3 or vendors (e.g., Microsoft, Google) Execute recurring operational tasks (health checks, validations) Support user onboarding/offboarding Validate compliance with usage and security policies Document incidents, resolutions, and procedures (runbooks) Participate in maintenance windows and change activities Ensure SLA compliance in user support" **Skills:** Collaboration Platforms: Microsoft 365 (Exchange Online, Teams, Outlook) Google Workspace (Gmail, Calendar, Meet – familiarity) Basic email administration Calendar and meeting management Real-time messaging and collaboration Email: Mailbox management (creation, quotas, permissions) Email distribution and mailing lists Troubleshooting send/receive issues Basic protocols (SMTP, IMAP, POP) Client configuration (Outlook, mobile) Messaging and Meetings: Microsoft Teams (chat, channels, meetings) Virtual room management Audio/video/connectivity troubleshooting Basic permissions and configurations Operations / Support: Incident management (ITIL – basic/intermediate) End-user support Ticket management (ServiceNow, JIRA) Runbook execution SLA compliance Escalation to higher tiers Operating Systems / End User: Windows (end-user / basic support) MacOS (familiarity) Mobile devices (iOS / Android – basic) Client application configuration Networking (basic): DNS (familiarity) Cloud service connectivity Basic ports and protocols End-user network issue diagnosis Security (basic): Access management (Azure AD / Google Admin) MFA (Multi\-Factor Authentication) Email security best practices Basic permission management Tools: ServiceNow / JIRA Microsoft 365 Admin Center Exchange Admin Center Basic monitoring tools Documentation and runbooks Plus (optional): PowerShell (familiarity for M365 administration\) Experience with email migrations Knowledge of M365 licensing Basic task automation Microsoft certifications (Fundamentals or Associate) Experience in high-volume user environments"