Systems Support Specialist II

About Us
HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.
To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.
Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

Our people
With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Our impact
Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We're proud to be a part of that.
Learn more about us on our YouTube Channel or Blog PostsOur Blog Has a New Home :We've consolidated our blog experience into one place so you can find the latest HighLevel updates, strategies, and resources faster .


About the Role

We're looking for a mid-level IT Technician to join our team in our downtown Dallas office. This is a hands-on, in-office role covering network infrastructure, A/V operations, as well as Tier 2 remote desktop and application support. You'll be working primarily in a Mac-heavy environment and play a key role in keeping our physical workplace running smoothly while resolving escalated end-user issues from our support queue.

Responsibilities

What You'll Do

Networking & Infrastructure

• Assist with network configurations, VLAN management, and cable/port patching.
• Provide support for network-related incidents including LAN/WAN issues, switch and access point troubleshooting, and connectivity escalations.
• Monitor network performance and escalate to Tier 3 or vendor partners as needed.
• Support hardware deployments including Macs, peripherals, and network gear.

A/V Support

• Set up, operate, and troubleshoot A/V equipment for meetings, all-hands events, and conference rooms.
• Maintain and support video conferencing systems (Zoom Rooms and similar).
• Manage display systems, projectors, speakers, and room scheduling panels.
• Serve as the on-site A/V point of contact for internal stakeholders and visiting guests.
• Coordinate with vendors for equipment maintenance, repairs, and upgrades.

Tier 2 Remote Desktop & Application Support

• Own escalated tickets focused on remote desktop environments and business application issues.
• Troubleshoot and resolve issues across macOS and desktop applications.
• Support end users on core tools including Zoom and Slack, handling configuration, access, and integration issues.
• Assist with device management and enrollment through Apple Business Manager and Addigy.
• Maintain accurate documentation on ticket updates, resolutions, and workarounds.
• Identify recurring issues and surface them for root cause analysis or knowledge base updates.

What We're Looking For

• 5+ years of experience in IT support, with heavy macOS experience required.
• Hands-on experience with Apple Business Manager and an MDM platform (Addigy strongly preferred).
• Proficiency supporting Zoom and Slack in an enterprise environment.
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, switching.
• Experience with enterprise A/V systems and video conferencing platforms.
• Familiar with ticketing systems and ITIL-aligned support practices.
• Able to lift and move equipment up to 50 lbs and work in an office environment five days a week.

Nice to Have

• CompTIA CCNA, or equivalent certification.
• Experience with Cisco Meraki, Ubiquiti, or similar network platforms.
• Zoom Rooms certification.
• Apple Certified Support Professional (ACSP) or equivalent.

EEO Statement:

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