Job Description:
Business Overview
Rakuten Group is a global innovation leader in internet services, committed to empowering individuals and businesses through technology.
Department Overview
The Corporate IT Infrastructure Department (CITID) provides the stable and reliable technological foundation that supports Rakuten's global business operations. We deliver simple, secure, and robust infrastructure services with operational and engineering excellence, managing core infrastructure, enterprise collaboration platforms, development support tools and project management.
Our dynamic and global Communications & Collaboration Section plays a vital role in enabling seamless connectivity and fostering productivity across our diverse operations worldwide.
Position:
Why We Hire
We are seeking a highly skilled and proactive Unified Collaboration Engineer with Audio Visual (AV) expertise to join our global team. This mid-level role is ideal for professionals who thrive in dynamic, fast-paced environments and are passionate about solving complex technical challenges to enhance communication and collaboration across a large enterprise. You will be instrumental in ensuring our global workforce has access to reliable, cutting-edge UC/AV solutions.
Position Details
- Global UC/AV System Management: Provide expert-level support, maintenance, and administration for our global Unified Communications platforms (e.g., Microsoft Teams, Zoom, Cisco Webex) and advanced AV systems, including video conferencing, digital signage, and meeting room technologies. Experience in VOIP is a plus.
- Proactive Troubleshooting & Resolution: Conduct in-depth root cause analysis and swiftly resolve complex technical issues related to UC/AV infrastructure, ensuring minimal disruption to business operations.
- AI Integration: Explore and implement generative AI solutions, including Microsoft Copilot, Zoom AI Companion etc.
- Strategic Collaboration & Planning: Partner with cross-functional global teams and stakeholders to understand requirements, plan, and execute AV upgrades, UC infrastructure improvements, and new technology deployments.
- Project Leadership & Execution: Take ownership of project objectives, establishing clear goals and plans, and driving their successful execution from conception to completion.
- Documentation & Knowledge Sharing: Create and maintain comprehensive system configurations, operational procedures, and troubleshooting guides to foster knowledge transfer and optimize support efficiency.
- End-User Empowerment: Provide expert technical support, guidance, and training to end-users and internal stakeholders, ensuring effective utilization of UC/AV technologies.
- Innovation & Best Practices: Continuously research and evaluate emerging industry trends, technologies, and best practices in UC/AV, recommending innovative solutions to enhance our global collaboration capabilities.
- Performance & Availability: Monitor and optimize the performance and availability of UC/AV services, ensuring a seamless and reliable user experience across all Rakuten locations.
- Strict Attention to Detail: Apply a meticulous approach to all tasks, from configuration changes to troubleshooting, ensuring accuracy and adherence to best practices.
Mandatory Qualifications:
- Experience: 3–5 years of hands-on, progressive experience in supporting and managing enterprise-level Unified Communications and Audio Visual (AV) systems.
- Platform Expertise: Demonstrated proficiency with key UC platforms and AV hardware, including:
- UC Platforms: Microsoft Teams, Zoom (Rooms, Meeting, Webinar, Phone), Cisco Webex.
- AV Hardware: AMX, Creston, QSYS etc.
- Technical Acumen: Strong analytical, diagnostic, and problem-solving skills with a proven ability to perform root cause analysis.
- Networking Fundamentals: Solid understanding of networking protocols and concepts relevant to UC/AV (e.g., TCP/IP, SIP, H.323, QoS, VoIP).
- Communication: Fluent in English (written and verbal), Japanese: conversation level.
- Detail-Oriented: Demonstrated strict attention to detail in technical configurations, documentation, and troubleshooting processes.
Desired Qualifications:
- Certifications: Relevant industry certifications such as Microsoft Teams Administrator Associate, Cisco Collaboration Certifications (e.g., CCNA Collaboration, CCNP Collaboration), CTS (Certified Technology Specialist), or AVIXA certifications.
- Global Enterprise Experience: Proven experience working in a large, geographically dispersed global enterprise environment.
- Advanced AV Control & Scripting: Knowledge of AV control systems programming (e.g., Crestron, Extron) and/or scripting experience (e.g., PowerShell, Python, JSON) for automation and integration.
- Cloud & Hybrid Deployments: Experience with cloud-based UC solutions and managing hybrid on-premises/cloud UC/AV infrastructures.
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