Title: IT Support Specialist Location: US, California, Santa Clara Job Description: Job Description: Embark with us on a journey of growth and transformation as we create exceptionally engineered technology and bring AI everywhere. As a valued team member, your adaptability and attention to detail will contribute to our drive for results and relentless pursuit of quality, ensuring we meet our customers' needs with precision. Join us and build on our legacy of innovation and collaboration as we deliver world‑changing technology that improves the life of every person on the planet. The IT Support Specialist functions as a senior support engineer, team lead, and subjectmatter 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 shiftbased leadership in a global 24x7 support environment.In addition to handson technical support, the role supports daytoday shift execution, assists in coordinating incident response during highimpact 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 businesscritical 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. Functional Focus: L4 Support - Team Lead; Collaboration AV, Microsoft Teams, Teams Rooms (MTR), and Telephony Operations 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 hands-on 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 third-party voice service providers. - Core AV and Telephony Operations: The role leads end-to-end 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 follow-through on corrective actions. In addition to hands-on 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 on call 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 business critical and VIP meetings. Responsibilities include ensuring appropriate coverage for conference scheduling, live meeting management, and real-time issue resolution during high visibility 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 high-quality meeting experience and rapid service restoration during live sessions. The candidate must possess the following traits: - 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. This position is not eligible for Intel Immigration Sponsorship. Qualifications: Qualifications You must possess the below minimum qualifications to be initially considered for this position. Experience would be obtained through a combination of prior education level classes, and current level school classes, projects, research, and relevant previous job and/or internship experience. Minimum Qualifications: Education: 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. Preferred Qualifications: - 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. We invite you to bring your skills, ideas, and aspirations to Intel, where you will find the perfect environment to grow and make an impact. Apply today to become part of a team that shapes the future of workplace and real estate services. Job Type: Experienced Hire Shift: Shift 1 (United States of America) Primary Location: US, Arizona, Phoenix Additional Locations: US, California, Folsom, US, California, Santa Clara, US, Oregon, Hillsboro 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 Benefits We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock bonuses, and benefit programs which include health, retirement, and vacation. Find out more about the benefits of working at Intel. Annual Salary Range for jobs which could be performed in the US: $89,340.00-148,660.00 USD The range displayed on this job posting reflects the minimum and maximum target compensation for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific compensation range for your preferred location during the hiring process. Work Model for this Role This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. * Job posting details (such as work model, location or time type) are subject to change. 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.