IT Support Specialist (Collaboration AV)

TL;DR

IT Support Specialist (Collaboration AV): Providing Level 4 operational and escalation support for Microsoft Teams, Teams Rooms, and Telephony services with an accent on service stability and incident resolution. Focus on troubleshooting complex cross-domain issues involving AV, voice, and network systems to ensure high-quality enterprise meeting experiences.

Location: Hybrid (US). Must be based in Phoenix, AZ; Folsom, CA; Santa Clara, CA; or Hillsboro, OR. This position is not eligible for hirify.global Immigration Sponsorship.

Salary: $89,340.00 - $148,660.00

Company

A global technology leader focused on creating exceptionally engineered technology and bringing AI everywhere.

What you will do

• Provide L4 technical leadership and escalation support for Microsoft Teams and Teams Rooms (MTR).
• Oversee VoIP and unified communications services, including AudioCodes SBCs and Cisco Call Manager.
• Lead end-to-end AV and Telephony operations to ensure service stability and SLA adherence.
• Manage business-critical and VIP meetings, ensuring real-time issue resolution during high-visibility events.
• Drive root cause analysis and trend reporting for recurring high-impact incidents.
• Mentor support specialists and maintain operational runbooks and knowledge base content.

Requirements

• Bachelor's degree in IT, Computer Science, Engineering, or equivalent practical experience.
• 1+ years of experience providing L4 operational and escalation support in a large enterprise IT environment.
• Expertise in incident, problem, and request management, including ownership of high-severity incidents.
• Ability to work in a 24x7 global support model, including on-call rotations and shift-based coverage.
• Must have legal authorization to work in the US without sponsorship.

Nice to have

• Strong hands-on experience supporting Microsoft Teams and Teams Rooms (MTR) in production environments.
• Experience supporting Audio/Visual (AV) and unified communications platforms.
• Proven ability to troubleshoot complex, cross-domain issues involving AV, voice, network, and endpoint systems.

Culture & Benefits

• Hybrid work model allowing employees to split time between on-site and off-site work.
• Competitive total compensation package including competitive pay and stock bonuses.
• Comprehensive benefit programs including health, retirement, and vacation.
• Collaborative environment focused on innovation and professional growth.