Field Support Operations - FSO

Field Support Operations - FSO
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. Services also cover meeting room equipment checks, Mobile devices, server/network “hands & eyes” support, and PC refresh, ensuring compliance with Nemak’s operational and security standards.
Responsibilities for this position may include but are not limited to:
Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and Customer L3 application teams.Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.Ensures consistent processes, procedures and technologies are utilized across Customer enterprise environment.Understand and follow direction provided by the Application and System Services team leads and managers.Document recurring issues in the Customer Knowledge BaseDocument in detail case status and tasks / work completed with end users in the Customer ITSM systemFollow the Customer critical incident process
Required Qualifications:Bachelor’s degree in IT or Computer Science preferredTechnologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies:Mobile Device Management and Mobile Web Apps, iOS, etc.Active Directory Administration and Infrastructure DesignWindows 10 Operating System advanced troubleshooting; proficient using Windows registryMicrosoft Office Suite (2010/2016) advanced troubleshooting.Hardware troubleshooting with the ability to pinpoint hardware vs. software issueGeneral knowledge/troubleshooting for MacsGeneral knowledge/troubleshooting for NetworkingGeneral knowledge of Microsoft IntunePrintersSkype / Teams Video Conferencing system supportOffice 365Understand and troubleshoot Azure MFADesktop imagingStrong customer service skillsExperience in desktop and notebook hardware, operating systems and desktop software.Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills