IT Support Specialist (Collaboration AV, Teams & Telephony)

About the role

The IT Support Specialist (L4) provides advanced operational and technical support for Intel’s collaboration ecosystem, including Microsoft Teams, Teams Rooms (MTR), audio‑visual (AV) and telephony services. Working in a global 24 × 7 environment, you will ensure high availability, performance and a seamless user experience for meeting rooms, conferencing and voice systems.

Key responsibilities

• Act as the Level 4 escalation point for complex incidents affecting Microsoft Teams, Teams Rooms and telephony services.
• Validate meeting‑room readiness, perform health checks, and manage the lifecycle of MTR hardware and software.
• Execute patching, upgrades, and firmware updates for Teams and AV equipment.
• Lead problem‑management activities, conduct trend analysis and coordinate with vendors, carriers, network and security teams.
• Provide live support for high‑profile meetings, VIP events and business‑critical sessions.
• Document incidents, create knowledge articles and maintain runbooks.

Required profile

• Bachelor’s degree in IT, Computer Science, Engineering or equivalent experience.
• Proven experience delivering Level 4 operational support in an enterprise environment.
• Strong hands‑on expertise with Microsoft Teams and Teams Rooms (MTR).
• Experience supporting AV and unified communications systems.
• Ability to work in a 24 × 7 global support model, including on‑call rotations.

Required skills

• Microsoft Teams
• Teams Rooms (MTR)
• Audio/Visual (AV) systems
• Telephony/Unified communications
• Incident, problem and request management
• Monitoring, health checks, patching and upgrades
• Service lifecycle management
• Cross‑domain troubleshooting (AV, voice, network, endpoints)