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Sr. IT Systems & AV Specialist



San Ramon, CA, USA
Posted on Thursday, May 30, 2024

About Dialpad

Work Beautifully

Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world.

About the team
If you enjoy tackling complex technological challenges, then our corporate IT team under our Business Technology group may be the team for you! We provide creative solutions to help our employees be productive and secure from anywhere. We help deliver industry-leading IT services to enable and delight our users. This position reports to our Director of IT.

Your role

As a Senior IT Systems and AV Specialist, you will be a client-centric IT professional responsible for overseeing and managing the organization's IT systems and audiovisual (AV) infrastructure at Dialpad’s global headquarters in San Ramon. You will play a pivotal role in ensuring the reliability, security, and efficiency of our IT systems while also optimizing our Dialpad collaboration technology to optimize productivity throughout the company. This position requires a strong technical background, excellent problem-solving skills, a customer service mindset, and the ability to lead projects and teams effectively. The position requires the successful candidate to be in the San Ramon office 5 days a week.

What you’ll do

  • IT Systems Management
    • Manage and maintain the organization's IT infrastructure, including SaaS services and applications, office network infrastructure, and printing solutions.
    • Monitor system performance and security, implementing measures to optimize performance and protect against cybersecurity threats.
    • Conduct regular system audits and implement outage mitigation plans to ensure business continuity.
    • Manage end user applications such as Google Workspace, Atlassian (JIRA), OKTA, Jamf, MS Intune, Zscaler, Crowdstrike, GCP etc.
    • Ensure timely software upgrades including OS, endpoint security etc. to adhere to security guidelines.
  • Audiovisual Infrastructure Management
    • Design, install, and maintain audiovisual systems, including video conferencing equipment, projectors, sound systems, and digital displays.
    • Troubleshoot issues with AV equipment and provide technical support to users, both onsite and remotely.
    • Stay updated on emerging AV technologies and recommend upgrades or enhancements to improve functionality and user experience.
    • Ensure flawless broadcasting of company wide meetings and executive meetings.
  • Technical Support and Troubleshooting
    • Be the resident expert for all tech in San Ramon and globally as necessary (i.e., Dialpad platform, Google Workspace, Apple, Okta, Jira, etc.).
    • Serve as a point of escalation for complex IT and AV issues, providing timely resolution and support to end-users with best-in-class SLAs and less than 2% callbacks.
    • Collaborate with other IT professionals to troubleshoot and resolve hardware, software, and network-related problems.
    • Create client facing communication to address service outages, system upgrades and general IT informational announcements.
    • Gather and analyze metrics to benchmark the end user support team workload/performance and identify trends and issues.
    • Developing and maintaining IT policies and procedures that enable strong security and risk-management capabilities.
    • Timely onboard and off-board employees and contractors.
    • Oversee access management and asset logistics.
  • Project Management:
    • Lead IT and AV projects from planning through implementation, ensuring adherence to timelines, budgets, and quality standards.
    • Coordinate with internal stakeholders and external vendors to gather requirements, evaluate solutions, and deploy new technologies.
    • Provide guidance and mentorship to junior IT and AV staff, fostering their professional growth and development.

Skills you’ll bring

You thrive on working in a high-growth, fast-paced environment, and are motivated to delight customers and build a large and important enterprise cloud company. You will bring:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 7+ years proven experience in IT systems administration, network administration, and AV technology management.
  • 5+ years demonstrating working knowledge of end user hardware, operating systems, Google, Microsoft, and Apple applications.
  • Expert in administration of user endpoint solutions such as Crowdstrike, ZScaler, Automox, etc.
  • Strong knowledge of networking protocols, security best practices, and IT infrastructure (e.g., Microsoft services, Okta, DNS, DHCP).
  • Experience with audiovisual equipment and technologies, including video conferencing systems, digital signage, and multimedia content creation tools.
  • Excellent troubleshooting skills and the ability to analyze complex technical problems and develop effective solutions.
  • Project management experience, with the ability to prioritize tasks, manage resources, and deliver projects on schedule.
  • Lead with positive energy, empathy, and customer first mindset.
  • Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
  • Certification in critical apps such as Google, Atlassian (JIRA) administration is highly desirable.
  • Must have completed all core Dialpad product certifications within the first 100 days of tenure.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

For exceptional talent based in California the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

California Salary Range
$101,200$124,933 USD

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.