Field Support Engineer

Relha LLC; Memphis, Northern (TN, KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Nike, Inc. is seeking a Field Support Engineer to drive delivery of Windows client OS engineering, software packaging and deployment, patching, and lifecycle management for PC and server platforms within the Global Resilience Technology portfolio.

You will deliver first-line end-user support, analyze data, and collaborate with cross-functional teams to anticipate needs and provide timely, documented solutions. About 70-80% remote work with 20-30% in-person in the Memphis area.

Qualifications

• Bachelor’s degree or equivalent education or training in IT or a related field.
• 5+ years of IT experience with Windows platforms.
• 3+ years’ Server Administration experience (MCSE, MCP, etc.).
• 3+ years’ experience with Linux (RHEL/CentOS/Ubuntu).
• Experience with Windows 11, application compatibility, and desktop analytics using PowerShell.
• 3+ years’ Desktop Support experience (Windows and macOS).
• Experience with Physical Security hardware (cameras, turnstiles, access panels).
• Understanding of Access Control and Video Management Systems.
• Strong troubleshooting and root-cause analysis skills.
• Experience with Active Directory including GPOs, admin templates, logon scripts; patch management for Windows and third-party apps.

Responsibilities

• Deliver first-line IT support for end users, troubleshooting hardware, software, and peripherals.
• Proactively analyze data and collaborate with Nike Global Technology teams and business units to anticipate needs.
• Serve as single point of contact between service integrators and Nike users; report incidents and process service requests.
• Manage service requests using an Enterprise Service Management tool and keep stakeholders updated.
• Occasionally provide in-person support in Memphis area while most support is remote.
• Communicate complex concepts clearly to non-technical stakeholders and cross-functional teams.

Skills

Windows server administration

Linux administration

Desktop support

Active Directory

PowerShell

Problem solving

Customer service

Education

Bachelor’s degree or equivalent

Tools

GPO management

Windows imaging

Job description

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. If you discover, as you navigate our application process, that you need assistance or an accommodation due to a disability, please complete the Candidate Accommodation Request Form.