Job Details:
Job Description:
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.
Qualifications:
Minimum Qualifications:
Minimum qualifications are required to be initially considered for this position.
Bachelor’s degree in information technology, Computer Science, Engineering, or a related field, or equivalent practical experience.
1 to 2 years of experience:
- Supporting IT systems or technical services in an enterprise or academic environment.
- With collaboration, communication, or end‑user technology platforms.
- Of incident, problem, and request management processes.
- Exposure to system monitoring, health checks, maintenance activities, or service support tasks.
- To perform remote troubleshooting and root‑cause analysis across multiple technology areas, including endpoints, networks, and applications.
Intermediate English proficiency, both verbal and written.
Must have unrestricted, permanent right to work in Costa Rica.
Preferred Qualifications:
Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.
- 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.
Job Type:
Experienced Hire
Shift:
Shift 1 (Costa Rica)
Primary Location:
Costa Rica, San Jose
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 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.