UC Systems Support Specialist Teams, Zoom y Poly Systems

7-month contract. / This is NOT a general IT/Helpdesk Support position. Candidates must have direct, hands-on experience and demonstrable proof in their CV working with Poly hardware and Zoom or Teams Administration


Critical Job Requirements (MUST HAVE / NON-NEGOTIABLE)
Direct, hands-on experience configuring, troubleshooting, and administering Poly / Polycom Hardware (Studio X Series, TC8, Trio, Video OS).
Direct experience as a Zoom Administrator (Zoom Rooms deployment, Zoom Admin Portal, device management, provisioning).
Minimum 2+ years working specifically with Enterprise Audio/Visual (AV) Systems and Conference Room infrastructure.
Work Modality: 100% On-site from Monday to Friday (8-hour shift) at America Free Zone (AFZ), Heredia, Costa Rica. (No remote/hybrid options).
Education: Advanced University Student or Bachelor?s Degree in Systems Engineering, Computer Science, IT, or Telecommunications.
Language: Advanced English (B2+/C1) for direct user and vendor communication.
Contract Duration: 7-month contract.


Job Summary

This role is responsible for effectively monitoring Poly devices and supporting Collaboration Room devices while resolving moderate technical issues involving hardware and software through interactions with internal and external businesses and end users. The role engages in coordinating innovative solutions while supporting businesses to minimize issue occurrences and address complex challenges.
The role contributes proactively to projects through research and data analysis to ensure project success and customer satisfaction. It also establishes and monitors product service metrics, identifies operational gaps, and recommends corrective measures in a timely manner.
The ideal candidate will have hands-on experience administering collaboration platforms through Zoom Admin Portal and Microsoft Teams Admin Center, as well as supporting collaboration platform migrations (e.g., Zoom-to-Teams transitions). Exceptional attention to detail is a critical requirement for this role, ensuring accurate monitoring, configuration validation, incident management, and successful execution of operational and migration activities.


Responsibilities

Monitor Managed Collaboration and Conference Room devices to ensure service availability and performance.
Resolve moderate technical problems involving hardware and software through interactions with internal and external businesses and end users, utilizing proactive monitoring and notification systems.
Research, diagnose, troubleshoot, and identify solutions to complex customer-facing technical issues.
Administer and support collaboration environments using Zoom Admin Portal and Microsoft Teams Admin Center, including monitoring, policy administration, reporting, user management, and troubleshooting.
Support collaboration platform migration initiatives, including readiness assessments, room validation, testing, deployment support, issue resolution, and post-migration stabilization activities.
Validate room, device, account, license, and policy configurations before and after platform changes or migrations to ensure service continuity and a seamless user experience.
Collaborate closely with cross-functional teams to minimize potential disruptions to service delivery and ensure seamless operations.
Take ownership of assigned issues and drive them through to resolution, ensuring timely and effective outcomes.
Determine the best resolution path based on issue severity, business impact, and available information.
Perform remote troubleshooting, including reviewing logs, diagnostics, and monitoring data.
Escalate issues to the appropriate support teams when necessary.
Ticket documentation with identified issues, solutions, troubleshooting steps, and root cause.
Maintain a high level of accuracy and attention to detail when reviewing monitoring alerts, configurations, incident records, migration activities, and operational documentation.
Provide excellent customer service and ensure customer satisfaction.


Preferred Certifications

Poly Certifications.
Zoom Certifications.
Microsoft Teams Certifications.
WXP, 1E, TechPulse, or related monitoring platform certifications and/or experience.
Microsoft 365 Administration certifications are highly desirable.


Knowledge & Skills

Collaboration & Platform Administration: Microsoft Teams Administration (Teams Admin Center), Zoom Administration (Zoom Admin Portal), Microsoft Teams Rooms, Zoom Rooms, Poly Collaboration Devices, Collaboration Platform Migration & Deployment Support, Configuration Management & Validation.
Technical Support & Troubleshooting: Technical Services & Support, Customer Support, Incident & Problem Management, Root Cause Analysis, Debugging & Troubleshooting, Log Analysis & Diagnostics, Remote Troubleshooting.
Networking & Systems: Computer Science, Operating Systems, TCP/IP, Computer Networks.
Monitoring & Observability: Monitoring & Observability Platforms, Service Performance Monitoring.
Process & Business Skills: Customer Relationship Management (CRM), Documentation & Knowledge Management, Data Analysis, Process Adherence & Operational Excellence.
Core Competencies: Exceptional Attention to Detail, Analytical Thinking