Title:  Engineer IT Collaboration

Position Summary

We’re seeking an experienced Collaboration Engineer to play a critical role in delivering and supporting enterprise collaboration and productivity services. As part of the Workplace Technology team, you’ll design, implement, and operate collaboration platforms that enable employee productivity and business outcomes. This role focuses primarily on the Microsoft 365 suite, including Microsoft Teams, SharePoint Online, OneDrive, Exchange Online, and related services. The Collaboration Engineer will serve as a subject matter expert and Tier 2 / Tier 3 escalation point, ensuring the reliability, security, and continuous improvement of collaboration services.

Essential Responsibilities

• Maintain and support enterprise collaboration and productivity platforms to ensure high availability and minimal user impact.
• Provide subject matter expertise for Microsoft 365 collaboration services, including Microsoft Teams, SharePoint Online, OneDrive, and Exchange Online.
• Design, implement, and manage tenant-level configurations, policies, and integrations across Microsoft 365 collaboration workloads.
• Serve as a Tier 2 / Tier 3 escalation point for complex incidents, performing root cause analysis and implementing long-term corrective actions.
• Participate in major incident response activities, including coordination with vendors and post-incident reviews.
• Establish and maintain governance, security, and compliance controls for collaboration services, including permissions, external sharing, and data protection.
• Develop and maintain operational documentation, runbooks, and reporting related to collaboration platforms.
• Collaborate with cross-functional teams such as security, identity, endpoint, and infrastructure to ensure solutions align with business and technology standards.
• Identify opportunities for automation and process improvement to enhance service reliability and reduce operational overhead.
• Stay current with Microsoft 365 roadmap updates, industry trends, and best practices related to collaboration and productivity platforms.    
• Other duties as assigned 

Minimum Experience and Qualifications

• Bachelor’s Degree in a relevant field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Three (3) years of experience supporting and administering Microsoft 365 collaboration services in an enterprise environment.
• Three (3) years of hands-on experience with Microsoft Teams, SharePoint Online, OneDrive for Business, and Exchange Online.
• Three (3) years of experience troubleshooting complex service issues and performing root cause analysis.
• Strong understanding of collaboration platform governance, security, and compliance concepts.
• Excellent communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Ability to balance operational support responsibilities with engineering and improvement initiatives.
• Available for overnight travel (up to 10%).
• Able to work flexible hours and be available for emergency response on short notice.
• Provide twenty four (24) hour, seven (7) day a week on-call support at scheduled times; and be able to be contacted through a business cell phone or provide an alternate phone contact at all times.
• Must pass a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

• Experience with Power Platform (Power Apps, Power Automate, Power BI) supporting collaboration workflows.
• Experience with enterprise telephony, specializing in migrating to Microsoft Teams Phone for multi-site environments.
• Experience working with Microsoft Unified Support or similar vendor support models.
• Familiarity with ITIL Foundation processes and IT service management practices.
• Experience with PowerShell or automation related to Microsoft 365 administration.
• Strong analytical, organizational, and problem-solving skills.

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment:

• Computer and other office equipment

Work Environment:

• Remote
• Traditional office environment

Physical Effort: 

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation:

• The base pay range for this position is between $90,500.00 and $128,600.00 per year. Base pay is one component of JetBlue's total compensation package, which may also include access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.

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