Field Support Specialist - Meeting Rooms & AV Collaboration

About the role

A 5-month contract for an on-site Field Support Specialist covering meeting rooms and AV collaboration at America Free Zone (AFZ) in Heredia, Costa Rica. The role is responsible for the health, monitoring and troubleshooting of executive conference rooms, Poly/Polycom hardware and video collaboration platforms (Zoom Rooms and Microsoft Teams Rooms), including platform migrations, configuration validation and daily room readiness. Work is 100% on-site, Monday to Friday, 8-hour shifts.

Key responsibilities

• Perform daily health checks, monitoring and hands-on troubleshooting of meeting room hardware (Poly video bars, codecs, touch controllers, microphones and displays)
• Manage devices, licenses, policies and room settings via the Zoom Admin Portal and Microsoft Teams Admin Center
• Validate configurations, run readiness assessments and post-migration testing for platform transitions such as Zoom-to-Teams
• Diagnose hardware, software and connectivity issues, review diagnostic logs and drive tickets to root-cause resolution within SLAs
• Maintain ticket records, asset tracking and standard operating procedures, and escalate critical outages to global teams

Required profile

• Direct, hands-on experience configuring, troubleshooting and administering Poly/Polycom enterprise collaboration devices (non-negotiable)
• Direct experience as a Zoom Administrator (Zoom Rooms deployment, Zoom Admin Portal, device management, provisioning)
• At least 2 years working with enterprise AV systems and conference room infrastructure
• Advanced English (C1); 100% on-site, no remote or hybrid work

Required skills

• Proven experience with Zoom Rooms and Microsoft Teams Rooms
• Solid understanding of TCP/IP, IP routing/switching, PoE and basic room peripherals (HDMI, USB-C, CEC)
• Preferred: Poly, Zoom or Microsoft certifications, and experience with device monitoring tools such as TechPulse, 1E, WXP or Poly Lens