Collaboration Support Engineer

Thames Water Utilities Limited; Reading; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading water utility company in the UK is seeking a Collaboration Support Engineer to deliver frontline support for AV, booking, and print services. This critical role involves troubleshooting, root cause analysis, and assisting with the configuration of collaboration products. Ideal candidates should have a degree-level education, relevant certifications, and experience with digital service infrastructure. The position offers a competitive salary up to £50,000 and comprehensive benefits including a generous pension scheme and annual leave.

Benefits

Annual Leave - 26 days, increasing to 30 with service

Performance-related pay plan

Generous Pension Scheme

Health and wellbeing benefits

Qualifications

• Degree level education or equivalent experience.
• CompTIA A+ or equivalent hardware support certification.
• Experience supporting print infrastructure.

Responsibilities

• Provide frontline support across AV, booking, kiosk, vending, and print services.
• Diagnose and resolve service issues.
• Support installation and configuration of collaboration products.

Skills

Familiarity with AV endpoints

Experience with Microsoft Teams Rooms

Understanding of bandwidth and latency

Proficiency with tools like GoBright

Basic networking knowledge

Problem solving

Education

Educated to degree level

CompTIA A+ or equivalent certification

Microsoft Certifications

Tools

ServiceNow

Jira

Microsoft Bookings

Job description

Job title Collaboration Support Engineer Ref 44219 Division Digital Location Reading - Clearwater Court - RG1 8DB Contract type Permanent Full/Part-time Full-time Salary Competitive salary up to £50,000 per annum Job grade B Closing date 23/02/2026

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.
• 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.
• 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)
• 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
• 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
• Approachable and willing to approach
• Ability to prioritise
• Collaborative leader who thrives in cross-functional environments
• Patience/tact and diplomacy
• Problem solving

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 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 .