Collaboration Support Engineer - Reading, Berkshire in Newtown

We’re looking for a hands-on and technically skilled Collaboration Support Engineer to provide frontline support across AV, booking, kiosk, vending, and print services. Reporting to the Collaboration Service Lead, you’ll be responsible for diagnosing and resolving service issues, performing root cause analysis, and supporting the setup and configuration of new and existing collaboration products throughout their lifecycle. This role is critical to ensuring service stability, user satisfaction, and operational excellence across the digital workplace.

Break/Fix & Root Cause Resolution

• Respond to and resolve hardware and software faults across collaboration services.
• Perform detailed root cause analysis for recurring or complex issues.
• Escalate and collaborate with vendors or engineering teams where required.

Setup & Configuration

• Support the installation and configuration of AV equipment, booking tools, kiosks, vending machines, and print infrastructure.
• Assist with service onboarding, rollout, and lifecycle transitions.
• Maintain configuration records and ensure alignment with governance standards.

Collaboration Services Coverage

• AV & Conferencing: Troubleshoot AV endpoints, conferencing platforms, and room setups.
• Booking Tools: Support configuration and issue resolution for room and desk booking systems.
• Kiosk & Vending: Maintain and support digital kiosks and IT vending machines.
• Print Services: Resolve issues related to print queues, secure release, mobile printing, and consumables.

Monitoring & Documentation

• Use dashboards and monitoring tools to proactively identify service issues.
• Maintain accurate support logs, configuration records, and resolution documentation.
• Contribute to knowledge base articles and runbooks.

Team Collaboration

• Work closely with the Collaboration Service Lead to prioritise and resolve incidents, requests, and problems.
• Liaise with product managers, support teams, and vendors to ensure smooth service operations.
• Participate in service reviews and improvement initiatives.

Essential Qualifications

• Educated to degree level or equivalent experience.
• CompTIA A+ or equivalent hardware support certification.
• Microsoft Certifications (e.g., MS-900, MD-102, or SC-300).

Essential Experience

• AV Technology Certification (e.g., CTS by AVIXA).
• Familiarity with booking platforms (e.g., GoBright, Microsoft Bookings) and their integrations.
• Experience supporting print infrastructure (Windows Print Server, Universal Print, secure release).
• Familiarity with M365, identity & access, and infrastructure principles.
• Good technical SME background and experience with relevant products.

Essential Technical Skills

• Familiarity with AV endpoints (displays, microphones, speakers, control panels), room kits, and conferencing setups.
• Experience with Microsoft Teams Rooms, Zoom Rooms, or similar platforms.
• Understanding of bandwidth, latency, and AV-over-IP principles.
• Familiarity with cloud-based print solutions and mobile enablement.
• Knowledge of badge release systems, secure print protocols, and identity integration.
• Experience with digital signage, kiosk OS platforms, and vending telemetry.
• Understanding of NFC, barcode scanners, and touch interfaces.
• Proficiency with tools like GoBright, Microsoft Bookings, or custom-built solutions.
• Experience with platforms like ServiceNow or Jira for service catalogues, incidents, and changes.
• Basic networking knowledge (CompTIA Network+ or equivalent).
• Comfort with provisioning, rollout planning, and decommissioning workflows.
• Familiarity with audit trails, policy enforcement, and accessibility reporting.
• Ability to interpret telemetry, usage trends, and service health metrics.

Essential Competencies

• Confidence in decision-making and owning a resolution to the end.
• Strategic thinker with a bias for action and simplification.
• Established skills in specific products.
• Ability to interpret dashboards, logs, and telemetry data for diagnostics.
• Communication skills.
• Can Do attitude.
• Approachable and willing to approach.
• Excellent customer-facing skills.
• Ability to prioritise.
• Collaborative leader who thrives in cross-functional environments.
• Patience/tact, and diplomacy.
• Problem solving.
• Attention to detail.

What’s in it for you?

• Competitive salary up to £50,000 per annum, depending on experience.
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays).
• Performance-related pay plan directly linked to both company and individual performance measures and targets.
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of yourself and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.