Senior Systems Engineer (Microsoft 365 & Collaboration Platforms)

This hybrid role requires working onsite 1–2 days per week at one of our offices in San Francisco, Oakland, or Rancho Cordova, CA.

The Senior Systems Engineer (Microsoft 365 & Collaboration Platforms) is a business-facing and customer-centric technology professional responsible for the delivery and continuous service improvement of the collaboration systems and technologies that our employees use to connect, communicate, and collaborate. The qualified candidate has extensive hands-on experience managing Microsoft 365 services for enterprise organizations of more than 3,000 employees, including Microsoft Teams, Exchange Online, SharePoint Online, Entra ID and Microsoft Purview.

This person is responsible for managing and administering Microsoft Teams and Zoom, and for managing and maintaining more than 140 Teams Rooms and Zoom Room systems nationwide. This role is responsible for the simplification and standardization of our conference room and video conferencing technologies, leads all end-user support and room system training, and sets the strategic direction for all in-room video conferencing technologies.

This person will also co-administer Exchange Online and SharePoint Online, provide customer support and resolve requests and incidents for these technologies, and will support the various Microsoft 365 tools including but not limited to OneDrive, Copilot and the Microsoft Power Platform.

This person has amazing end user support experience, provides hands-on training and technology demonstrations, develops and delivers how-to guides and virtual informational webinars, and helps our employees maximize effectiveness when using our collaboration and communications technologies.

The candidate will be working in a collaborative, team-based environment, and will partner with a diverse group of Delta Dental technicians, project managers, senior leadership, and vendor partners to support ongoing operational requirements. The successful candidate will be an individual who is proactive, motivated, and understands the critical business reliance on collaboration, communications and messaging platforms within an organization. The candidate will possess exceptional communication skills (technical, administrative, oral and written), and will be comfortable working in a fast-paced, business-driven environment focused on quality delivery of services and frictionless user experiences.

Responsibilities:

• Administer and manage Microsoft Teams, Exchange Online, SharePoint Online, and various other Microsoft 365 services
• Administer, manage and maintain more than 140 Teams Room Systems and Zoom Room Systems
• Lead the technical direction and implement road map initiatives for collaboration technologies and conference room video system technologies, and deliver continuous improvements that enhance the operational excellence and user experience in our conference rooms
• Monitor and measure the use of collaboration platforms through meaningful, action-oriented metrics, reporting and dashboards
• Provide end-user support for all collaboration services managed by the Delta Dental Workplace Collaboration team
• Investigate incidents and remediate appropriately
• Engage vendors as needed for technical support and service insights
• Collaborate with Technology stakeholders in support of cross-functional projects and initiatives
• Create and manage documentation on team processes, operational support models, and technical configurations
• Performs intermediate to advanced troubleshooting, testing, and debugging to resolve process, application, batch, or testing failures
• Provides technical support for Production and Development systems (Windows-based) including deployments, upgrades, patching, and performance monitoring
• Attends all production triage and troubleshooting calls, providing root cause analysis, resolution, and recommendations on issues to relevant stakeholders and leadership
• Proactively works on automation of internal and external team processes to create organizational efficiencies
• Travel 20%, mostly San Francisco, Oakland, and Rancho Cordova, CA

• 5+ years professional experience with collaboration and productivity systems, a Bachelor's degree in Computer Science and/or equivalent technical education and experience
• Extensive hands-on experience planning, implementing and managing Microsoft 365 services, particularly Microsoft Teams, Exchange Online and SharePoint Online
• Hands-on experience and expertise managing Microsoft Teams Rooms and Zoom Room Systems in nationally distributed enterprise environments
• Extensive experience managing third-party app integrations and platform policies within Microsoft Teams, SharePoint Online, Exchange Online, and Microsoft Purview
• Experience supporting customers across the broader Microsoft 365 suite, including Copilot AI and the Microsoft Power Platform
• Proven experience driving conference room video system improvements, conducting end user training on use and best practices; CTS Certification is not required, but will be an enhancer when combined with Microsoft 365 experience and/or certifications
• Ability to develop and analyze technology heatmaps and subsequently develop plans to remediate hardware/software nearing End of Life/End of Support.
• Ability to administer and manage the Miro collaboration platform
• Ability to coordinate issues identification and resolution between customers and the technical operations team
• Ability to manage Software-as-a-Service applications as well as Windows Servers and SQL databases
• Experience with Active Directory, Entra ID, and PowerShell scripting
• Detail orientation and problem-solving abilities
• Ability to maintain composure and adapt in a dynamic, fast-paced, customer-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities
• Ability to identify and solve complex key issues and details, and present understandable alternatives to both technical and non-technical individuals
• Ability to create and maintain technical documentation to support the testing, installation, operations, deployment, and maintenance of applications and services
• Proven ability to effectively present data to facilitate understanding of findings

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program