Field Support Engineer

Nike•Memphis, DC

4d•Hybrid

About The Position

As a Field Support Engineer, you will be focused on driving the exceptional delivery of Nike, Inc. Global Resilience Technology Platforms. This includes primary delivery of operating system engineering, software packaging & deployment, risk & vulnerability patching for systems running the Windows Client Operating System. Maintaining product, services, software, process, and hardware lifecycles for both PC and servers across this core business function will be vital to your success. You will be technically competent in Windows technologies and can clearly communicate strategy, vision, and articulate roadmaps across the business function. Daily responsibilities for the Field Support Engineer will involve delivering first-line support for end users to include troubleshooting issues with or/on computer hardware, software, or peripherals in an effective, efficient, and timely manner and partnering with your peers to ensure exceptional delivery across the portfolio. You will be ahead of the game in all aspects, proactively analyzing data, working within the greater Nike Global Technology organization and across key business units to predict what comes next. You will be counted on to ask the right questions of other technical experts and strategic partners to bring solutions to Nike that makes our services a strategic advantage. An understanding of the importance of documentation and its place in the delivery of technology is key. You will often serve as the single point of contact between service integrators and Nike business users on a day-to-day basis. Serve as the focal point for reporting incidents and processing service requests. Manage incoming service requests using an Enterprise Service Management tool. Maintaining status and ensuring our stakeholders remain updated is a must. A customer service/customer satisfaction mindset is paramount. About 70-80% of the support you offer will be done remotely, with about 20-30% of the support being in-person at various local locations in/around the Memphis, TN area.

Requirements

Bachelor’s degree or combination of relevant education, experience, and training.
At least 5 years of experience in Information Technology with Windows platforms
At least 3 years’ experience with Server Administration (MCSE, MCP, etc.)
At least 3 years’ experience with Linux experience (RHEL, CentOS, or Ubuntu)
Experience with Windows 11 along with application compatibility and servicing using desktop analytics and PowerShell
At least 3 years of experience with Desktop Support (Windows and macOS)
Experience with Physical Security hardware to include: Cameras, Turnstiles, Access Control Panels and Readers and intrusion detection systems.
An understanding of Access Control and Video Management Systems is a must
Hands-on experience with hardware troubleshooting, advanced troubleshooting, and operational support experience
Experience with building, deploying, and monitoring production systems with industry leading observability tools
Experience with monitoring, troubleshooting, and documenting production platforms and services
Extensive experience understanding active directory including group policy management and implementation, admin templates, logon scripts, etc.
Experience with patch management for Windows, M365 and third-party applications
Experience in troubleshooting and understanding client-side GPOs
An understanding of Windows imaging on multiple hardware
Passion for troubleshooting, investigation and performing root-cause analysis
Ability to simplify complex concepts and communicate them to non-tech stakeholders
Excellent verbal and written communication and collaboration skills to effectively communicate with both business and cross-functional technology teams

Nice To Haves

PowerShell scripting experience is preferred
Microsoft Certifications a plus
Experience in Agile delivery and Program Increment (PI) Planning is a plus

Responsibilities

Delivering first-line support for end users to include troubleshooting issues with or/on computer hardware, software, or peripherals in an effective, efficient, and timely manner.
Partnering with peers to ensure exceptional delivery across the portfolio.
Proactively analyzing data, working within the greater Nike Global Technology organization and across key business units to predict what comes next.
Asking the right questions of other technical experts and strategic partners to bring solutions to Nike that makes our services a strategic advantage.
Serving as the single point of contact between service integrators and Nike business users on a day-to-day basis.
Serving as the focal point for reporting incidents and processing service requests.
Managing incoming service requests using an Enterprise Service Management tool.
Maintaining status and ensuring stakeholders remain updated.