Senior IT Support Technician (AI)

Location: Charlotte, NC, United States; hybrid with onsite work and one remote day per week. The role requires occasional after-hours or onsite support and the ability to lift 50 lbs for hardware setups.

Company

hirify.global is a growing public company providing a modern software work environment focused on products and services for business clients.

What you will do

• Own the onsite IT service experience for the Charlotte office, including coverage, in-person response, support quality, and escalation handling.
• Resolve complex hardware, software, network, endpoint, mobile, and platform issues across Windows, macOS, iOS, and Android.
• Mentor Tier 1 and Tier 2 technicians, triage escalations, review work, and operate as a working technical lead within the support queue.
• Pilot and deploy AI-enabled support tools, AI ticket triage and routing, knowledge-base improvements, and scripted automation.
• Manage Microsoft 365/Copilot, Intune/Jamf, JIRA, Cato SASE, software deployment, endpoint compliance, security baselines, conference-room AV, Cloud VOIP, and the mobile device fleet.
• Lead hardware refreshes, asset management, office moves, infrastructure and AI/automation rollouts, documentation, knowledge-base maintenance, and collaboration with Infrastructure, Security, and InfoSec teams.

Requirements

• 6+ years of hands-on IT support experience with ownership of complex, escalated, or ambiguous technical issues.
• Onsite Charlotte-area availability with one remote day per week.
• Deep technical skills across Windows, Microsoft 365, AVD-W365 virtual desktops, macOS, and Apple hardware.
• Advanced hands-on endpoint management using Intune and Jamf, plus scripting and automation with PowerShell and Bash.
• Strong AI fluency, including using and teaching Copilot and AI-driven ticket triage.
• Familiarity with VOIP, SASE/Cato, AV/UC room systems, Zoom Rooms, and Microsoft Teams Rooms.
• Solid security fundamentals covering compliance, patching, and access control, with the ability to partner with InfoSec.
• Experience mentoring junior technicians, reviewing their work, and operating independently with strong judgment.
• Strong communication and documentation skills, a collaborative cross-time-zone mindset, and the physical ability to lift 50 lbs for hardware setups.

Nice to have

• Bachelor’s degree in Management Information Systems, Computer Science, or a related field; equivalent practical experience is also considered.
• Microsoft Certified: Modern Desktop Administrator Associate or Endpoint Administrator certification.
• Jamf Certified Associate certification.
• ITIL Foundation certification.

Culture & Benefits

• Modern, open, connected, and flexible work environment focused on collaboration, creativity, innovation, and teamwork.
• Professional development opportunities with reimbursement for training and continuing education.
• Complimentary lunches and fully stocked kitchens in the office.
• Wellness benefits and flexible time off programs.
• Family-formation benefits, paid volunteer time off, and donation matching.

Hiring process

• The interview process generally consists of three or more virtual or in-person meetings.