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 ResponsibilitiesProvide primary desktop support for:Windows Operating SystemsMobile Device Management (MDM) infrastructureVideo conferencing systemsL3 application support teamsDeliver on-site technical support including break/fix, IMAC/D activities, and preventive maintenancePerform troubleshooting, data gathering, and gap analysis for issues impacting global end usersSupport mobile devices, meeting room technology, and videoconferencing systemsProvide hands & eyes support for server and network teams when requiredEnsure adherence to standard processes, procedures, and technologies across the enterpriseMaintain accurate documentation in:Knowledge Base articles for recurring issuesITSM tools (e.G., ServiceNow) with detailed case updatesFollow established incident management and critical incident processesCollaborate with cross-functional teams and follow guidance from technical leads and managementParticipate in PC refresh and infrastructure upgrade projectsExperienceExperience supporting desktop technologies and infrastructureStrong experience with desktop, notebook hardware, operating systems, and enterprise applicationsExperience with documentation, including business requirements, process flows, test scripts, and user guidesTechnical SkillsOperating Systems & DevicesAdvanced troubleshooting of Windows 10General knowledge of macOSMobile Device Management (iOS and mobile applications)Microsoft TechnologiesActive Directory administrationOffice 365 / Microsoft Office SuiteMicrosoft IntuneAzure MFA troubleshootingSkype / Microsoft Teams (videoconferencing support)Infrastructure & HardwareHardware troubleshooting (distinguishing hardware vs. software issues)Desktop imagingPrinter supportBasic networking troubleshootingToolsITSM tools (e.G., ServiceNow)Monitoring toolsCore CompetenciesAnalytical & Problem-SolvingStrong analytical skills with the ability to assess complex issues and develop effective solutionsAbility to understand impacts across systems and processesCapable of communicating risks, impacts, and mitigation strategies clearlyCreative problem-solving within defined constraintsTeamwork & CollaborationAbility to collaborate with global, geographically distributed teamsStrong interpersonal and stakeholder management skillsExperience working across multiple organizational levelsAbility to influence and align teams toward common objectivesExperience mentoring and supporting L1 and L2 teamsBusiness AcumenUnderstanding of IT service delivery within enterprise environmentsAbility to connect technical solutions with business needs and outcomesCustomer FocusStrong commitment to delivering excellent customer serviceAbility to work effectively with both technical and non-technical usersProfessional, courteous, and solution-oriented approachAdditional RequirementsStrong organizational and documentation skillsAbility to manage multiple priorities in a fast-paced environmentAdvanced English proficiency for communication in a global environmentIgualdade & Oportunidade para TodosRepresentando 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.