IT Support Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• The IT Support Specialist acts as a technical team leader and subject matter expert (SME) for Intel's Microsoft Teams, Teams Rooms (MTR), Audio/Visual, and Telephony services.

• This position offers Level 4 (L4) operational and escalation support while managing shift-based operations in a global 24x7 setting.

• Responsible for ensuring operational readiness, maintaining service quality, and complying with established SLAs.

• Guides support specialists and collaborates closely with engineering, network, security, vendors, and carriers to enhance service stability and foster continuous improvement.

• Proactively drives issue prevention, problem management, and operational excellence.

• Oversees incident, problem, and request management for Teams and MTR services, encompassing software and firmware patching, upgrades, and lifecycle management.

• Provides senior-level operational oversight for VoIP and unified communications services, ensuring dependable and consistent voice capabilities throughout the enterprise.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent practical experience is required.

• Proven experience in providing Level 4 (L4) operational and escalation support within a large enterprise IT setting.

• Significant hands-on experience in supporting Microsoft Teams and Teams Rooms (MTR) in live production environments.

• Familiarity with Audio/Visual (AV) and unified communications platforms, including technologies for live meetings and conference rooms.

• Established expertise in incident, problem, and request management, including managing high-severity incidents.

• Experience in monitoring, conducting health checks, proactive maintenance, patching, upgrades, and service lifecycle management.

• Demonstrated ability to troubleshoot intricate, cross-domain issues related to AV, voice, network, and endpoint systems.

• Strong documentation capabilities, including the creation and upkeep of knowledge articles, runbooks, and operational procedures.

• Capacity to operate effectively in a 24x7 global support model, which includes participating in on-call rotations and shift-based coverage.

• Excellent communication skills with the ability to effectively engage both technical teams and non-technical stakeholders, especially during high-impact incidents.

• Experience serving as a technical lead or escalation point, providing assistance to other support specialists during complex incidents.

🏝️ Benefits

• Intel is dedicated to adhering to Responsible Business Alliance (RBA) compliance and ethical hiring practices.

• Candidates will never be required to pay recruitment fees, medical examination fees, or any other charges as a condition of employment.