IT Messaging & Collaboration Engineer

Hillwood • Dallas, TX

20h • Hybrid

About The Position

Hillwood IT is seeking a highly skilled IT Messaging & Collaboration Engineer to join our dynamic and growing team in Dallas, TX. This role will play a primary ownership role in the management, governance, and ongoing evolution of Hillwood’s Microsoft 365 and collaboration environments. Responsibilities include platform administration, integration, maintenance, and operational support across messaging, voice, conferencing, and collaboration services. The ideal candidate brings strong technical expertise, excellent troubleshooting and communication skills, and a collaborative mindset, along with a passion for delivering a secure, modern, and reliable digital workspace experience for Hillwood employees and customers.

Requirements

• Expert‑level knowledge of Microsoft 365 administration, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, and Microsoft Entra ID (Azure AD).
• Strong troubleshooting and problem‑solving skills across messaging, collaboration, voice, conferencing, desktop, mobile, and room‑based scenarios, with demonstrated root‑cause analysis capability.
• Proven experience developing operational runbooks, change plans, and stakeholder communications aligned with ITSM/ITIL processes.
• Ability to manage multiple priorities, balancing project delivery with day‑to‑day operational responsibilities while consistently meeting deadlines.
• Strong collaboration and communication skills, with the ability to work effectively in a cross‑matrixed environment with internal teams, vendors, and remote staff.
• Demonstrated ability to quickly learn, evaluate, and apply new messaging, collaboration, and conferencing technologies.
• Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 6 years of related IT experience, or 12 years of experience in lieu of a degree.
• 5–7+ years of Microsoft administration experience, including at least 3 years of hands‑on Microsoft 365 messaging experience in an enterprise environment.
• Strong understanding of Microsoft 365 technologies and best practices, including Exchange Online, SharePoint Online, OneDrive for Business, and Teams.

Nice To Haves

• ITIL v4 Foundation certification preferred.
• Experience with email security gateways (e.g., Proofpoint) preferred.
• Experience supporting conference room technologies and AV systems strongly preferred.
• Familiarity with PowerShell or scripting for automation and reporting is a plus.

Responsibilities

• Administer, configure, and support enterprise messaging and collaboration platforms, including Microsoft Exchange Online, Microsoft Teams, and Webex Calling/Meetings, across cloud and hybrid environments.
• Manage voice, video, chat, and meeting services, including calling plans, auto attendants, call queues, voicemail, meeting policies, and user provisioning.
• Support integrations between collaboration platforms and identity, security, and endpoint management systems.
• Provide Level 2/3 operational support for messaging, collaboration, voice, and conferencing services, including incident resolution, problem management, and service restoration.
• Track, manage, and close incidents and service requests in alignment with ITIL-based processes.
• Develop and maintain operational documentation, runbooks, and troubleshooting guides.
• Support messaging and collaboration compliance capabilities, including eDiscovery, Legal Hold, retention policies, and audit requirements.
• Partner with Security and Compliance teams to implement platform governance, lifecycle management, and data protection controls.
• Support email security gateways and anti-spam technologies (e.g., Proofpoint).
• Administer and support conference room technologies, including Microsoft Teams Rooms, Webex Rooms, conferencing peripherals, room scheduling panels, and integrated AV systems.
• Partner with Facilities, vendors, and IT teams on conference room deployments, upgrades, and lifecycle management.
• Monitor room health, perform root-cause analysis, and resolve issues impacting in-room and hybrid meeting experiences.
• Participate in planning, testing, and implementation of collaboration-related projects, upgrades, and service enhancements.
• Evaluate new collaboration features, conferencing technologies, and user experience improvements.
• Serve as a technical advisor to business stakeholders on collaboration best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level