IT Support Specialist

About This Role

• The IT Support Specialist (L4) provides advanced operational and technical support for Intel's Microsoft Teams, Teams Rooms (MTR), Audio/Visual (AV), and Telephony services in a global, 24x7 enterprise environment.
• This role is responsible for ensuring high availability, performance, and user experience across meeting rooms, conferencing services, and voice systems.
• The role performs Level 4 support, acting as an escalation point for complex incidents, leading problem management activities, and proactively maintaining service health.
• Responsibilities include readiness validation for conference rooms, lifecycle management of MTR systems, voice infrastructure operations, and live meeting support-including VIP and business critical events his position works closely with internal engineering, network, security, vendors, and carriers to resolve incidents, prevent outages, and continuously improve service reliability and efficiency.
• The primary responsibilities for this role will include, but are not limited to: 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, 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 hands-on 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 third party voice service providers for day-to-day operations and issue resolution.
• Core AV and Telephony Operations: The role delivers end-to-end 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, resolving incidents, and leading problem management activities including root cause analysis and trend reporting.
• The role fulfills AV related service requests, contributes to operational documentation, and maintains runbooks and knowledge articles to improve support effectiveness.
• It also participates in a 24x7 on call 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 real time support for business critical and VIP events.
• Responsibilities include managing video calls and conferencing infrastructure, resolving video related support tickets, and ensuring meeting services function reliably during live sessions.
• This role also supports capacity, asset, and usage reporting for AV equipment, helping drive visibility into room utilization and operational health across conference room environments.
• A successful candidate will have proven experience demonstrating the following skills and behavioral traits: Good documentation practices, including creating or updating knowledge articles, guides, or runbooks.
• Ability to work effectively as part of a global support team and adapt to different schedules or support models.
• Strong communication skills, with the ability to explain technical concepts to both technical and non‑technical audiences.