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.