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.