Field Support Operations Technician

About the role

Nemak is looking for an experienced technician on its Desktop Support team to partner with Customer IT design teams, Level 1 Service Desk and other support groups. The role provides 24x5 on-site technical support across Nemak locations, covering core infrastructure and desktop technologies, and ensures compliance with operational and security standards.

Key responsibilities

• Deliver 24x5 on-site support including Break & Fix, IMAC/D activities, preventive maintenance and VIP user assistance, plus meeting room equipment checks, mobile devices, server/network hands-on support and PC refresh.
• Provide primary desktop support for Windows OS, Mobile Device Management, video conferencing systems and Customer L3 application teams.
• Troubleshoot issues affecting end users globally, gather data and perform gap analysis.
• Ensure consistent processes, procedures and technologies across the enterprise, and follow directions from Application and System Services team leads and managers.
• Document recurring issues in the Customer Knowledge Base, record case status and completed work in the ITSM system, and follow the critical incident process.

Required profile

• Bachelor's degree in IT or Computer Science preferred.
• 5 years of combined experience supporting the listed technologies.
• Experience in desktop and notebook hardware, operating systems and desktop software.
• Experience writing business requirements, process flows, specifications, test scripts and end-user documentation, plus strong data analysis skills.
• Experience in one or more IT delivery teams, and consultancy-style work covering requirements, design, architecture and implementation.
• Awareness of operating environments and cultures outside the US, and of how regional IT needs affect service delivery.

Required skills

• Active Directory administration and infrastructure design.
• Windows 10 advanced troubleshooting and registry use; Microsoft Office Suite (2010/2016) and Office 365.
• Hardware troubleshooting, Mac and networking basics, printers, Skype/Teams, and Azure MFA.
• Desktop imaging and Mobile Device Management (iOS, etc.).
• Preferred certifications: Microsoft Certified Professional, MCSA (Messaging, SharePoint), MCSE, and Microsoft Certified Technology Specialist.