Field Support Engineer

Nike; Memphis, Northern (TN, KY); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Total rewards package

Job summary

NIKE, Inc. in Memphis is seeking a Field Support Engineer to drive delivery of Windows client/server platforms and enterprise service management for Nike Global Technology.

You will troubleshoot hardware/software issues, coordinate incident reporting, and partner with cross-functional teams to keep services resilient. You will work primarily remotely (70-80%), with on-site support in the Memphis area 20-30%.

Qualifications

• Bachelor’s degree or equivalent in IT or related field.
• 5+ years IT experience with Windows platforms.
• 3+ years Server Administration (MCSE, MCP, etc.).
• 3+ years Linux experience (RHEL/CentOS/Ubuntu).
• Experience with Windows 11, desktop analytics and PowerShell.
• 3+ years Desktop Support (Windows and macOS).
• Experience with Physical Security hardware: Cameras, Turnstiles, Access Control Panels and Readers.
• Understanding of Access Control and Video Management Systems.
• Root-cause analysis and strong troubleshooting mindset.
• Ability to communicate with non-technical stakeholders and cross-functional teams.
• Excellent verbal and written communication.

Responsibilities

• Deliver first-line support for end users and troubleshoot hardware/software issues.
• Analyze data and collaborate with teams to ensure resilient delivery across Nike platforms.
• Serve as single point of contact between service integrators and Nike users; report incidents.
• Manage service requests using an Enterprise Service Management tool and keep stakeholders updated.
• Remote work predominates (70-80%), with on-site support in the Memphis area (20-30%).

Skills

Windows platforms

Server Administration

Linux (RHEL/CentOS/Ubuntu)

PowerShell

Desktop Support (Windows/macOS)

Active Directory & Group Policy

Patch management

Hardware troubleshooting

Observability tools

Documentation & incident reporting

Communication skills

Security hardware (Cameras, Access)

Video Management Systems

Education

Bachelor’s degree or equivalent in IT

MCSE, MCP or equivalent

Job description

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.

NIKE is a technology company. From our flagship website and five-star mobile apps to developing products, managing big data and providing leading edge engineering and systems support, our teams at NIKE Global Technology exist to revolutionize the future at the confluence of tech and sport. We invest and develop advances in technology and employ the most creative people in the world, and then give them the support to constantly innovate, iterate and serve consumers more directly and personally. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.

WHO ARE WE LOOKING FOR

As a Field Support Engineer, you will be focused on driving the exceptional delivery of our 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.

WHAT WILL YOU WORK ON

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.

WHO WILL YOU WORK WITH

In this Field Support Engineer role, you will have upwards of (15) teammates all reporting to the Director, Resilience Technology & Engineering. Each engineer on this team has cross-functional capabilities, responsibilities and accountabilities to the holistic solutioning and delivery of our portfolio platforms. The primary focus will be on Nike Resilience products and services across Nike Distribution in the mid-south and other Nike, Inc. facilities in the US, east of the Mississippi River.

You will have countless relationships within Nike, representing our Resilience efforts globally in the planning, delivery, execution, and daily support of all technology functions. A forward-looking mindset around automation and orchestration is strongly preferred.

WHAT YOU BRING

• Bachelor’s degree or combination of relevant education, experience, and training. Will accept any suitable combination of 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

DESIRED SKILLS :

• PowerShell scripting experience is preferred

• Microsoft Certifications a plus

• Experience in Agile delivery and Program Increment (PI) Planning is a plus

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

We offer a number of accommodations to complete our interview process including screen readers, sign language interpreters, accessible and single location for in-person interviews, closed captioning, and other reasonable modifications as needed.