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.