About Company
Intel is a world leader in computing innovation, designing and building essential technologies that serve as the foundation for the world’s computing devices. With a legacy of innovation spanning decades, Intel is driving the future of technology, from data centers to IoT, AI, and autonomous vehicles. We are committed to pushing the boundaries of technology to make amazing experiences possible. Our employees are at the heart of our success, and we foster a culture of curiosity, collaboration, and continuous learning. Join us to be part of a team that is changing the world and shaping the future of digital experiences globally. We believe in diverse perspectives and inclusive environments, empowering every individual to thrive and innovate.
Job Description
Are you a proactive, customer-focused, and highly skilled IT professional passionate about providing exceptional technical support? Do you thrive in a remote work environment, leveraging your expertise to solve complex issues and empower users with seamless technology experiences? Intel Corp is actively seeking a talented and dedicated IT Support Specialist to join our global team, working from the comfort of your home base in Alberta, Canada. In this vital role, you will serve as the crucial first and second line of defense for our valued employees, providing comprehensive technical assistance for a wide array of hardware, software, and network-related challenges. Your contributions will be instrumental in maintaining the robust and seamless operation of our internal IT systems, ensuring our global workforce can continue to innovate, collaborate, and achieve groundbreaking results without interruption. This is an exciting opportunity to contribute significantly to a world-renowned technology leader, utilizing cutting-edge tools, working with diverse technologies, and collaborating with brilliant minds across various teams and geographies. We are looking for an individual who is not only deeply technically proficient but also possesses outstanding communication skills, a proactive problem-solving mindset, and a genuine desire to help others succeed. If you’re ready to make a significant, tangible impact in a dynamic, fast-paced, and globally connected environment, where your expertise is valued and your growth is encouraged, we strongly encourage you to apply. Your ability to diagnose, troubleshoot, and resolve technical issues efficiently while maintaining a friendly and professional demeanor will be key to your success and to the overall productivity of our global team.
Key Responsibilities
- Provide first and second-level technical support to Intel employees globally via phone, email, chat, and remote assistance tools for hardware, software, and network issues.
- Troubleshoot and resolve problems related to Windows 10/11 and macOS operating systems, Microsoft Office Suite, enterprise applications, VPN, and connectivity.
- Perform remote diagnostics and utilize remote control tools to effectively resolve user issues in a timely manner.
- Escalate complex or unresolved issues to appropriate internal IT teams (e.g., network engineering, server operations) with clear and concise documentation.
- Manage and prioritize support tickets using an IT Service Management (ITSM) platform, ensuring timely resolution and adherence to established Service Level Agreements (SLAs).
- Assist with onboarding and offboarding IT processes, including account setup, software installation, and hardware provisioning for new and departing employees.
- Develop and maintain clear technical documentation, knowledge base articles, and user guides to enhance self-service capabilities and team efficiency.
- Participate in IT projects, system upgrades, and rollouts as required, contributing your technical expertise to successful implementations.
- Educate users on best practices for IT security, data protection, and efficient use of technology to foster a secure and productive work environment.
- Maintain a high level of customer satisfaction through professional, courteous, and efficient service delivery, building trust with end-users.
Required Skills
- Minimum of 2 years of proven experience in an IT Support, Help Desk, or Desktop Support role in a corporate environment.
- Strong proficiency in troubleshooting and supporting Windows 10/11 and macOS operating systems.
- Expertise in supporting Microsoft Office 365 applications (Outlook, Word, Excel, PowerPoint, Teams, SharePoint).
- Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN technologies.
- Experience with Active Directory for user and computer account management, group policies, and permissions.
- Familiarity with IT Service Management (ITSM) tools such as ServiceNow, Jira Service Desk, or similar platforms.
- Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to non-technical users.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced, remote environment.
- Strong problem-solving and analytical abilities, with a methodical approach to issue resolution.
- Demonstrated ability to maintain a positive attitude and provide exceptional customer service.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related technical field.
- ITIL Foundation certification.
- CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate certifications.
- Experience with enterprise client management tools like Microsoft SCCM or Intune.
- Familiarity with basic scripting (e.g., PowerShell) for automation and troubleshooting.
- Experience supporting virtual desktop infrastructure (VDI) environments.
- Bilingualism (English and French) is an asset.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance for you and your family.
- Generous paid time off, including vacation, sick leave, and holidays.
- Employee stock purchase program with company discount.
- Retirement savings plan with a significant company match.
- Flexible remote work environment, promoting work-life balance.
- Extensive opportunities for professional development, training, and continuous learning.
- Access to Intel's cutting-edge technologies, internal training resources, and innovation labs.
- Employee assistance program for personal and professional support.
- A collaborative, inclusive, and innovative company culture.
How to Apply
Interested candidates are invited to apply directly through Intel’s official careers portal. Please click on the application link below to submit your detailed resume and a compelling cover letter, outlining your relevant experience in IT support and specifically highlighting why you are a great fit for this remote IT Support role within Intel. Be sure to emphasize your troubleshooting expertise, your customer-centric approach, and your proven ability to work effectively and autonomously in a remote setting. We look forward to reviewing your application and potentially welcoming you to our team!