Field support specialist

We are seeking an experienced Field Support Specialist to join the Desktop Support team. This role is responsible for partnering with Customer IT design teams, Level 1 Service Desk, and other support groups to ensure the stability and performance of core infrastructure and desktop technologies within the customer's environment.

The position involves delivering 24x5 on-site technical support across multiple locations, including break/fix, IMAC/D activities (Install, Move, Add, Change, Dispose), preventive maintenance, and VIP support. Additional responsibilities include meeting room systems, mobile device support, server/network "hands & eyes," and PC refresh initiatives, ensuring compliance with operational and security standards.

Key Responsibilities

• Provide primary desktop support for:
• Windows Operating Systems
• Mobile Device Management (MDM) infrastructure
• Video conferencing systems
• L3 application support teams
• Deliver on-site technical support including break/fix, IMAC/D activities, and preventive maintenance
• Perform troubleshooting, data gathering, and gap analysis for issues impacting global end users
• Support mobile devices, meeting room technology, and videoconferencing systems
• Provide hands & eyes support for server and network teams when required
• Ensure adherence to standard processes, procedures, and technologies across the enterprise
• Maintain accurate documentation in:
• Knowledge Base articles for recurring issues
• ITSM tools (e.G., ServiceNow) with detailed case updates
• Follow established incident management and critical incident processes
• Collaborate with cross-functional teams and follow guidance from technical leads and management
• Participate in PC refresh and infrastructure upgrade projects

Experience

• Experience supporting desktop technologies and infrastructure
• Strong experience with desktop, notebook hardware, operating systems, and enterprise applications
• Experience with documentation, including business requirements, process flows, test scripts, and user guides

Technical Skills

• Operating Systems & Devices
• Advanced troubleshooting of Windows 10
• General knowledge of macOS
• Mobile Device Management (iOS and mobile applications)
• Microsoft Technologies
• Active Directory administration
• Office 365 / Microsoft Office Suite
• Microsoft Intune
• Azure MFA troubleshooting
• Skype / Microsoft Teams (videoconferencing support)
• Infrastructure & Hardware
• Hardware troubleshooting (distinguishing hardware vs. software issues)
• Desktop imaging
• Printer support
• Basic networking troubleshooting
• Tools
• ITSM tools (e.G., ServiceNow)
• Monitoring tools

Core Competencies

Analytical & Problem-Solving

• Strong analytical skills with the ability to assess complex issues and develop effective solutions
• Ability to understand impacts across systems and processes
• Capable of communicating risks, impacts, and mitigation strategies clearly
• Creative problem-solving within defined constraints

Teamwork & Collaboration

• Ability to collaborate with global, geographically distributed teams
• Strong interpersonal and stakeholder management skills
• Experience working across multiple organizational levels
• Ability to influence and align teams toward common objectives
• Experience mentoring and supporting L1 and L2 teams

Business Acumen

• Understanding of IT service delivery within enterprise environments
• Ability to connect technical solutions with business needs and outcomes

Customer Focus

• Strong commitment to delivering excellent customer service
• Ability to work effectively with both technical and non-technical users
• Professional, courteous, and solution-oriented approach

Additional Requirements

• Strong organizational and documentation skills
• Ability to manage multiple priorities in a fast-paced environment
• Advanced English proficiency for communication in a global environment

Igualdade & Oportunidade para Todos

Representando 165 nacionalidades em todo o mundo, nos orgulhamos de ser um empregador que oferece igualdade de oportunidades, comprometido em fornecer oportunidades iguais de emprego a todos os candidatos e funcionários, independentemente de raça, religião, sexo, cor, idade, nacionalidade, gravidez, orientação sexual, deficiência física ou informações genéticas, ou qualquer outra classificação protegida, de acordo com as leis federais, estaduais e/ou locais.