Field Service Specialist

About the role

This position is for an experienced technician on the Desktop Support team responsible for partnering with both Customer IT design teams and Level 1 Service Desk and other support groups to provide support for core infrastructure and desktop technologies standard to Customer’s operating environment. Deliver 24x5 on-site technical support across Nemak locations, including Break & Fix, IMAC/D activities, preventive maintenance, and VIP user assistance.

Key responsibilities

• Provide primary desktop support for Windows OS, Mobile Device Management, Video Conferencing systems, and L3 application teams.
• Perform technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
• Ensure consistent processes, procedures and technologies across the enterprise environment.
• Document recurring issues in the Knowledge Base and update case status in the ITSM system.
• Follow the critical incident process and support server/network “hands‑and‑eyes” activities.

Required profile

• Active Directory administration and infrastructure design experience.
• Advanced troubleshooting of Windows 10, including Windows registry.
• Advanced troubleshooting of Microsoft Office Suite (2010/2016).
• Hardware troubleshooting with ability to differentiate hardware vs. software issues.
• General knowledge of macOS, networking, Microsoft Intune, printers, Office 365 and Azure MFA.

Required skills

• Active Directory
• Windows 10
• Windows Registry
• Microsoft Office Suite
• Hardware troubleshooting
• macOS
• Networking
• Microsoft Intune
• Office 365
• Azure MFA
• Video Conferencing systems
• Mobile Device Management