IT Support Specialist

Intel•Folsom, CA

3d•$89,340 - $175,210•Hybrid

About The Position

The IT Support Specialist serves as a technical team lead and subject matter expert (SME) for Intel's Microsoft Teams, Teams Rooms (MTR), Audio/Visual, and Telephony services. This role provides Level 4 (L4) operational and escalation support while leading shift-based operations in a global 24x7 environment. In addition to hands-on technical responsibilities, the role is accountable for day-to-day shift leadership, coordination during major incidents, and ensuring operational readiness, service quality, and adherence to defined SLAs. This position acts as the primary escalation point for complex issues, mentors support specialists, and partners closely with engineering, network, security, vendors, and carriers to drive service stability and continuous improvement. The role has direct responsibility for supporting business critical meetings, executive events, and enterprise collaboration services, with an emphasis on proactive issue prevention, problem management, and operational excellence.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.
1+ years of experience in the following: Experience providing Level 4 (L4) operational and escalation support in a large enterprise IT environment.
Demonstrated expertise in incident, problem, and request management, including ownership of high severity incidents.
Experience with monitoring, health checks, proactive maintenance, patching, upgrades, and service lifecycle management.
Experience serving as a technical lead or escalation point, providing guidance to other support specialists during complex incidents.
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 nontechnical stakeholders, including during high impact incidents.

Nice To Haves

Strong hands-on experience supporting Microsoft Teams and Teams Rooms (MTR) in production environments.
Experience supporting Audio/Visual (AV) and unified communications platforms, including live meeting and conference room technologies.
Proven ability to troubleshoot complex, cross-domain issues involving AV, voice, network, and endpoint systems.

Responsibilities

Provides Level 4 technical leadership and escalation support for Microsoft Teams and Teams Rooms (MTR), acting as the primary escalation point for complex issues impacting collaboration services and conference room availability.
Oversees meeting room readiness validation, ensures execution of health checks, and drives proactive maintenance activities to sustain reliability and performance of MTR environments.
Leads incident, problem, and request management for Teams and MTR services, including software and firmware patching, upgrades, and lifecycle management.
Drives trend analysis and root cause investigations for recurring and high-impact issues, and coordinates multiparty resolution efforts involving vendors, carriers, network teams, and internal engineering partners.
Accountable for controlled commissioning and decommissioning of MTR hardware in alignment with Intel lifecycle and asset policies.
Provides senior operational oversight for VoIP and unified communications services, ensuring consistent and reliable voice capabilities across the enterprise.
Leads monitoring activities, supports complex telephony incidents, and provides escalation guidance for moves, adds, and changes (MAC) to voice platforms and endpoints.
Delivers advanced support for voicemail and Unified Messaging, dial plan and voice policy management, and hands-on leadership for AudioCodes Session Border Controllers (SBCs) and Cisco Call Manager, including maintenance, patching, and firmware upgrades.
Oversees Polycom TRIO support activities, coordinates with network teams on voice VLAN, WAN, and DHCP dependencies, and serves as the escalation interface with third-party voice service providers.
Leads end-to-end AV and Telephony operations during the assigned shift, ensuring service stability, quality, and adherence to operational standards.
Provides oversight for proactive monitoring, preventative maintenance, and service improvement activities aimed at reducing outages and minimizing business impact.
Leads problem management activities, including root cause analysis, trend reporting, and follow-through on corrective actions.
Ensures operational documentation, runbooks, and knowledge base content remain accurate and current.
Actively mentors support specialists to improve team capability and effectiveness.
Participates in the 24x7 on call rotation, serving as the senior escalation point for Tier 1 and Tier 2 issues outside standard business hours.
Provides leadership and escalation support for enterprise meeting services, including business critical and VIP meetings.
Ensures appropriate coverage for conference scheduling, live meeting management, and real-time issue resolution during high visibility events.
Oversees resolution of video conferencing incidents, guides the team in managing conferencing infrastructure and services, and ensures accuracy of capacity, asset, and usage reporting for AV equipment.
Accountable for maintaining a high-quality meeting experience and rapid service restoration during live sessions.