IT Support Specialist

Job Details:

Job Description:

Functional Focus: L4 Support - Team Lead; Collaboration AV, Microsoft Teams, Teams Rooms (MTR), and Telephony Operations The IT Support Specialist serves as a technical team lead and subjectmatter 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 shiftbased operations in a global 24x7 environment. In addition to handson technical responsibilities, the role is accountable for daytoday 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 businesscritical meetings, executive events, and enterprise collaboration services, with an emphasis on proactive issue prevention, problem management, and operational excellence.

Qualifications:

Minimum Qualifications: - Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent practical experience. - Experience providing Level 4 (L4) operational and escalation support in a large enterprise IT environment. - Strong handson 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. - Demonstrated expertise in incident, problem, and request management, including ownership of highseverity incidents. - Experience with monitoring, health checks, proactive maintenance, patching, upgrades, and service lifecycle management. - Proven ability to troubleshoot complex, crossdomain issues involving AV, voice, network, and endpoint systems. - 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 oncall rotations and shiftbased coverage. - Strong communication skills with the ability to engage effectively with both technical teams and nontechnical stakeholders, including during highimpact incidents. - Experience serving as a technical lead or escalation point, providing guidance to other support specialists during complex incidents. Core Duties and Responsibilities: - Microsoft Teams and Teams Rooms (MTR) The role 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. The Team Lead oversees meeting room readiness validation, ensures execution of health checks, and drives proactive maintenance activities to sustain reliability and performance of MTR environments. This role leads incident, problem, and request management for Teams and MTR services, including software and firmware patching, upgrades, and lifecycle management. The Team Lead drives trend analysis and root cause investigations for recurring and highimpact issues, and coordinates multiparty resolution efforts involving vendors, carriers, network teams, and internal engineering partners. The role is also accountable for controlled commissioning and decommissioning of MTR hardware in alignment with Intel lifecycle and asset policies. - Telephony Services The role provides senior operational oversight for VoIP and unified communications services, ensuring consistent and reliable voice capabilities across the enterprise. Responsibilities include leading monitoring activities, supporting complex telephony incidents, and providing escalation guidance for moves, adds, and changes (MAC) to voice platforms and endpoints. The role delivers advanced support for voicemail and Unified Messaging, dial plan and voice policy management, and handson leadership for Audiocodes Session Border Controllers (SBCs) and Cisco Call Manager, including maintenance, patching, and firmware upgrades. The Team Lead also oversees Polycom TRIO support activities, coordinates with network teams on voice VLAN, WAN, and DHCP dependencies, and serves as the escalation interface with thirdparty voice service providers. - Core AV and Telephony Operations The role leads endtoend AV and Telephony operations during the assigned shift, ensuring service stability, quality, and adherence to operational standards. The Team Lead provides oversight for proactive monitoring, preventative maintenance, and service improvement activities aimed at reducing outages and minimizing business impact. This role leads problem management activities, including root cause analysis, trend reporting, and followthrough on corrective actions. In addition to handson escalation support, the Team Lead ensures operational documentation, runbooks, and knowledge base content remain accurate and current, and actively mentors support specialists to improve team capability and effectiveness. The role participates in the 24x7 oncall rotation, serving as the senior escalation point for Tier 1 and Tier 2 issues outside standard business hours. Conference Rooms and Meetings The role provides leadership and escalation support for enterprise meeting services, including businesscritical and VIP meetings. Responsibilities include ensuring appropriate coverage for conference scheduling, live meeting management, and realtime issue resolution during highvisibility events. The Team Lead 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. This role is accountable for maintaining a highquality meeting experience and rapid service restoration during live sessions.

          

Job Type:

Experienced Hire

Shift:

Shift 1 (India)

Primary Location:

Virtual India

Additional Locations:

Business group:

IT is the trusted technology partner for Intel's business, relentlessly focused on the experience of our people, our end users, and our customers. We design and support Intel's IT infrastructure, driving e-Commerce and web services with a focus on robust security and identity protection.

Posting Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Position of Trust

N/A

Work Model for this Role

This role is available as a fully home-based and generally would require you to attend Intel sites only occasionally based on business need. However, you must live and work from the country specified in the job posting, in which Intel has a legal presence. Due to legal regulations, remote work from any other country is unfortunately not permitted. * Job posting details (such as work model, location or time type) are subject to change.

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ADDITIONAL INFORMATION: Intel is committed to Responsible Business Alliance (RBA) compliance and ethical hiring practices. We do not charge any fees during our hiring process. Candidates should never be required to pay recruitment fees, medical examination fees, or any other charges as a condition of employment. If you are asked to pay any fees during our hiring process, please report this immediately to your recruiter.