IT Support Specialist

Intel Corporation•Santa Clara, CA

5d•$89,340 - $148,660•Hybrid

About The Position

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. This role provides Level 4 (L4) operational and escalation support while assisting with shift-based leadership in a global 24x7 support environment. In addition to hands-on technical support, the role supports day-to-day shift execution, assists in coordinating incident response during high-impact events, and helps ensure service readiness and SLA adherence. This position serves as an escalation resource for complex issues, provides technical guidance to support specialists, and works closely with engineering, network, security, vendors, and carriers to maintain service stability and reliability. The role supports business-critical meetings and enterprise collaboration services, with a focus on incident resolution, problem analysis, and proactive operational improvements, while escalating broader systemic risks and decisions through established leadership channels.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent practical experience.
1+ years of 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 non-technical 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

Provide 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.
Oversee meeting room readiness validation, ensure execution of health checks, and drive proactive maintenance activities to sustain reliability and performance of MTR environments.
Lead incident, problem, and request management for Teams and MTR services, including software and firmware patching, upgrades, and lifecycle management.
Drive trend analysis and root cause investigations for recurring and high-impact issues, and coordinate 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.
Provide senior operational oversight for VoIP and unified communications services, ensuring consistent and reliable voice capabilities across the enterprise.
Lead monitoring activities, support complex telephony incidents, and provide escalation guidance for moves, adds, and changes (MAC) to voice platforms and endpoints.
Deliver 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.
Oversee Polycom TRIO support activities, coordinate with network teams on voice VLAN, WAN, and DHCP dependencies, and serve as the escalation interface with third-party voice service providers.
Lead end-to-end AV and Telephony operations during the assigned shift, ensuring service stability, quality, and adherence to operational standards.
Provide oversight for proactive monitoring, preventative maintenance, and service improvement activities aimed at reducing outages and minimizing business impact.
Lead problem management activities, including root cause analysis, trend reporting, and follow-through on corrective actions.
Ensure operational documentation, runbooks, and knowledge base content remain accurate and current.
Actively mentor support specialists to improve team capability and effectiveness.
Participate in the 24x7 on-call rotation, serving as the senior escalation point for Tier 1 and Tier 2 issues outside standard business hours.
Provide leadership and escalation support for enterprise meeting services, including business critical and VIP meetings.
Ensure appropriate coverage for conference scheduling, live meeting management, and real-time issue resolution during high visibility events.
Oversee resolution of video conferencing incidents, guide the team in managing conferencing infrastructure and services, and ensure accuracy of capacity, asset, and usage reporting for AV equipment.
Maintain a high-quality meeting experience and rapid service restoration during live sessions.