Slack and Zoom L3 administrator Job at Yochana, Englewood Cliffs, NJ

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  • Yochana
  • Englewood Cliffs, NJ

Job Description

  • Act as the highest tier of technical support for Slack-related incidents and service requests.
  • Troubleshoot and resolve complex Slack issues, including integrations, API failures, user permission conflicts, and performance bottlenecks.
  • Handle escalations from L1/L2 support teams and work closely with Slack enterprise support when required.
  • Manage Slack workspace administration, including channel governance, user provisioning, and enterprise grid configurations.
  • Monitor Slack service health and performance metrics; proactively identify and address systemic issues.
  • Oversee integration and automation using Slack APIs, bots, webhooks, and workflows.
  • Enforce and optimize security controls such as SSO, DLP integrations, retention policies, and compliance configurations.
  • Provide support and guidance on Slack app development, including internal tools and third-party integrations.
  • Partner with IT, Security, and Compliance teams to ensure Slack aligns with corporate policies and regulations.
  • Document processes, resolutions, and standard operating procedures for Slack environment management.
  • Train and mentor L1/L2 support staff; conduct knowledge-sharing sessions on Slack best practices.
  • Stay current on Slack feature releases and roadmap developments; evaluate and recommend relevant enhancements.
  • Install, configure, and maintain the Zoom client on Windows, macOS, and mobile platforms across the organization.
  • Provide Tier 1 and Tier 2 technical support for Zoom-related issues, including video/audio quality, connectivity, and client features.
  • Monitor Zoom client performance and troubleshoot issues related to updates, compatibility, and integrations.
  • Manage Zoom client settings and policies through the Zoom Admin Portal.
  • Ensure compliance with security protocols, including Single Sign-On (SSO), encryption settings, and access controls.
  • Provide end-user training and documentation on Zoom client functionality and best practices.
  • Collaborate with network and IT teams to resolve firewall, proxy, or VPN issues affecting the Zoom client.
  • Test and validate new Zoom client versions before organization-wide deployment.
  • Manage integration of Zoom with third-party tools (e.g., Outlook, Google Calendar, Slack).
  • Participate in incident response and root cause analysis for major service disruptions.
  • Monitor user feedback and proactively recommend enhancements to improve user experience.
  • Stay updated with Zoom product releases, feature updates, and industry trends.

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