Field Service Specialist

HCL Technologies Limited; Arica; On-site; CLP 11,160,000 - 18,972,000; Full time

Job summary

Nemak seeks a Field Service Specialist to provide on-site desktop and infrastructure support across locations, collaborating with IT design teams and the Service Desk.

Deliver 24x5 on-site support, including Break & Fix, IMAC/D activities, preventive maintenance, VIP user assistance, and device checks for meeting rooms and mobile hardware.

Diagnose issues, document in the ITSM system, and follow the incident process while ensuring compliance with security and operational standards.

Qualifications

• Experience with Active Directory and infrastructure design.
• Advanced Windows 10 troubleshooting and registry familiarity.
• Proficient in Microsoft Office Suite troubleshooting.
• Hardware vs software issue diagnosis capability.
• General knowledge of macOS troubleshooting.
• General knowledge of networking basics.
• Familiarity with Microsoft Intune.
• Printers knowledge.
• Office 365 knowledge.
• Understand and troubleshoot Azure MFA.

Responsibilities

• Primary desktop support for Windows OS, MDM, VC systems, and L3 teams.
• Troubleshoot, gather data and GAP analysis for end-user issues.
• Ensure consistent processes and technologies across the enterprise.
• Follow direction from Application and System Services leads.
• Document recurring issues in the Knowledge Base.
• Document case status and tasks in the ITSM system.
• Follow the customer critical incident process.

Skills

Active Directory Administration

Windows 10 troubleshooting

Microsoft Office 2010/2016

Hardware troubleshooting

Macs troubleshooting

Networking basics

Microsoft Intune

Printers

Office 365

Azure MFA

Job description

Field Service Specialist

Overview:

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 is 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 Base
• Document in detail case status and tasks / work completed with end users in the Customer ITSM system
• Follow the Customer critical incident process

Required Qualifications:

• Active Directory Administration and Infrastructure Design
• Windows 10 Operating System advanced troubleshooting; proficient using Windows registry
• Microsoft Office Suite (2010/2016) advanced troubleshooting.
• Hardware troubleshooting with the ability to pinpoint hardware vs. software issue
• General knowledge/troubleshooting for Macs
• General knowledge/troubleshooting for Networking
• General knowledge of Microsoft Intune
• Printers
• Office 365
• Understand and troubleshoot Azure MFA