IT Support Specialist

Requirements

• Bachelors degree in Information Technology, Computer Science, Engineering, or equivalent experience. - Experience providing Level 4 (L4) operational support in an enterprise IT environment. - Strong handson experience with Microsoft Teams and Teams Rooms (MTR). - Experience supporting AV and unified communications systems. - Demonstrated expertise in incident, problem, and request management. - Experience with monitoring, health checks, patching, upgrades, and service lifecycle management. - Ability to troubleshoot complex, crossdomain issues involving AV, voice, network, and endpoints. - Strong documentation skills, including knowledge articles and runbooks. - Ability to work effectively in a 24x7 global support environment, including participation in oncall rotations. - Strong communication skills with technical and nontechnical stakeholders.
• Core Duties and Responsibilities: -Microsoft Teams and Teams Rooms (MTR) The role provides Level 4 (L4) technical support for Microsoft Teams and Teams Rooms (MTR), serving as an advanced escalation point for complex issues impacting collaboration services and conference rooms.
• Responsibilities include validating meeting room readiness prior to production use, performing ongoing health checks, and proactively maintaining MTR environments to ensure reliability and performance.
• This role owns incident, problem, and request support for Teams and MTR, including software and firmware patching, upgrades, and lifecycle management.
• It performs trend analysis to identify recurring failures and systemic risks, and coordinates closely with vendors, carriers, network teams, and internal engineering partners during incident resolution.
• The role also supports the controlled commissioning and decommissioning of MTR hardware in alignment with Intel lifecycle and asset policies. -Telephony Services The role provides operational support for VoIP and unified communications services, ensuring stable and reliable voice capabilities across the enterprise.
• This includes monitoring telephony environments, managing endpoints such as desk phones, headsets, and fax devices, and executing moves, adds, and changes (MAC) for voice components.
• Responsibilities include voicemail and Unified Messaging provisioning, dial plan and voice policy management, and handson support for Audiocodes Session Border Controllers (SBCs) and Cisco Call Manager, including maintenance, patching, and firmware upgrades.
• The role also supports Polycom TRIO devices, coordinates with network teams on voice VLANs, WAN, and DHCP dependencies, and works with thirdparty voice service providers for daytoday operations and issue resolution. -Core AV and Telephony Operations The role delivers endtoend operational support for Audio/Visual and Telephony services, with a strong focus on proactive monitoring, preventative maintenance, and service improvement to reduce outages.
• It is responsible for diagnosing service issues, logging and resolving incidents, and leading problem management activities including root cause analysis and trend reporting.
• The role fulfills AVTrelated service requests, contributes to operational documentation, and maintains runbooks and knowledge articles to improve support effectiveness.
• It also participates in a 24x7 oncall rotation, providing escalation coverage for Tier 1 and Tier 2 issues outside of standard business hours. -Conference Rooms and Meetings The role supports enterprise meeting services by assisting with conference scheduling, managing live meetings, and providing realtime support for businesscritical and VIP events.
• Responsibilities include managing video calls and conferencing infrastructure, resolving videorelated support tickets, and ensuring meeting services function reliably during live sessions.
• The role also supports capacity, asset, and usage reporting for AV equipment, helping drive visibility into room utilization and operational health across conference room environments.