IT Support Specialist

Overview

Embark with us on a journey of growth and transformation as we create exceptionally engineered technology and bring AI everywhere. As a valued team member, your adaptability and attention to detail will contribute to our drive for results and relentless pursuit of quality, ensuring we meet our customers' needs with precision.

Join us and build on our legacy of innovation and collaboration as we deliver world‑changing technology that improves the life of every person on the planet.

The IT Support Specialist functions as a senior support engineer, team lead, and subject‑matter expert (SME) supporting Intel's Microsoft Teams, Teams Rooms (MTR), Audio/Visual, and Telephony services. The role provides Level4 (L4) operational and escalation support while managing shift‑based leadership in a global 24x7 support environment. In addition to hands‑on technical support, the role assists with shift execution, coordinates incident response during high‑impact events, and upholds SLA adherence.

It serves as an escalation resource for complex issues, provides guidance to support specialists, and works closely with engineering, network, security, vendors, and carriers to maintain service stability and reliability.

The role offers Level4 technical leadership and escalation support for Microsoft Teams and Teams Rooms, acting as the primary escalation point for complex issues impacting collaboration services and conference room availability. Responsibilities include leading incident, problem, and request management; overseeing health checks, proactive maintenance, and lifecycle management; driving trend analysis and root‑cause investigations; coordinating resolution efforts with vendors and internal partners;

and managing commissioning and decommissioning of MTR hardware in line with Intel policies.

The role provides senior operational oversight for VoIP and unified communications services, ensuring reliable voice capabilities across the enterprise. It leads monitoring activities, supports complex telephony incidents, and provides escalation guidance for moves, adds, and changes. The role delivers advanced support for voicemail, unified messaging, dial plans, and voice policies, and leads hands‑on maintenance of Audio Codes Session Border Controllers, Cisco Call Manager, and Polycom TRIO.

It also coordinates with network teams on voice VLAN, WAN, and DHCP dependencies and serves as the escalation interface with third‑party voice service providers.

The role leads end‑to‑end AV and Telephony operations during assigned shifts, ensuring service stability and quality. Responsibilities include proactive monitoring, preventative maintenance, problem management, root‑cause analysis, trend reporting, and continuous improvement activities. The role maintains operational documentation, runbooks, and knowledge‑base content, mentors support specialists, and participates in the 24x7 on‑call rotation as the senior escalation point for Tier1 and Tier2 issues outside business hours.

The role provides leadership and escalation support for enterprise meeting services, ensuring coverage for conference scheduling, live meeting management, and real‑time issue resolution during high‑visibility events. It oversees the resolution of video conferencing incidents, guides team management of conferencing infrastructure, and ensures accurate reporting of capacity, assets, and usage for AV equipment. The role maintains a high‑quality meeting experience and rapid service restoration during live sessions.

• Strong documentation skills, including development and maintenance of knowledge articles, runbooks, and operational procedures.
• Ability to work effectively in a 24x7 global support model, including participation in on‑call rotations and shift‑based coverage.
• Strong communication skills with the ability to engage effectively with both technical teams and non‑technical stakeholders during high‑impact incidents.

• Bachelor's degree in Information Technology,…